CA0238 - Product Support Head Products Platforms

Job Overview

As the Product Support Head, you will lead Cloudangles’ customer success, technical support, and product reliability functions. You’ll be responsible for ensuring that our enterprise clients experience exceptional uptime, issue resolution, and value realization from our Deep Tech platforms.

This is a strategic leadership role that requires a deep understanding of SaaS support models, AI-driven platforms, and enterprise customer experience. You’ll build and scale the support organization across L1–L3, define SLAs, and drive continuous improvement in customer satisfaction and platform stability.

Experience

• 7-12 years of experience in Product Support, Customer Success, or Technical Operations in SaaS or Enterprise Technology domains.
• Proven track record in building and leading support teams for AI, Cloud, products.
• Deep understanding of SaaS infrastructure, observability, and cloud-native environments (AWS/Azure/GCP).
• Experience managing enterprise SLAs and supporting mission-critical deployments.
• Excellent leadership, crisis management, and cross-functional collaboration skills.
• Strong analytical mindset and familiarity with support tools (Zendesk, Freshdesk, Jira, ServiceNow, etc.).
• Exposure to AI-assisted support, chatbots, or predictive support systems is a plus.
• Experience in customer lifecycle management, retention, and value realization strategies preferred.
  
  

• Lead the Product Support & Customer Success function across all Cloudangles products.
• Establish and manage multi-tier support processes (L1, L2, L3) ensuring rapid issue resolution.
• Design and enforce SLAs, escalation matrices, and root cause analysis (RCA) processes.
• Build a 24x7 support framework for enterprise clients across geographies.
• Partner with product and engineering teams to identify recurring issues, product gaps, and improvement opportunities.
• Implement AI-driven support automation and self-service knowledge bases.
• Define and track support KPIs – response time, resolution rate, CSAT, NPS, MTTR, and churn metrics.
• Mentor, hire, and grow a high-performing support and customer success team.
• Collaborate with Sales, Product, and Engineering to ensure alignment across customer lifecycles.
• Represent customer voice internally to drive roadmap and reliability decisions.
  
  

• Drive customer onboarding, adoption, and value realization to ensure successful deployment and ROI.
• Develop customer success playbooks and QBR frameworks to strengthen relationships, engagement, and retention.
• Act as a strategic advisor to customers, identifying expansion, upsell, and renewal opportunities to maximize lifetime value.