Head of Customer Support & Technical Operations

Role Summary

Head of Customer Support & Technical Operations

Measured is seeking a Head of Customer Support & Technical Operations to build and scale a world-class customer support organization for our enterprise customers. This leader will own the end-to-end post-sales technical support experience, while also overseeing the technical onboarding and operational systems required to deliver fast, accurate, and trusted support at scale.

This is a support-first leadership role. Success is defined by customers who consistently express confidence, clarity, and trust in Measured’s platform and data even when issues arise. To achieve this, the role owns not only frontline support, but also the technical operations, onboarding quality, tooling, and reliability that determine whether support can operate with excellence. The ideal candidate has built class-A support functions in complex SaaS or data platforms and understands that great support is a combination of people, process, systems, and prevention — not heroics.

• Build, lead, and design best-in-class customer support organization trusted by enterprise customers
• Deliver fast, accurate, and clear support that reinforces confidence in Measured’s data and platform
• Ensure onboarding and technical operations are designed to enable support excellence
• Reduce customer-impacting issues through prevention, automation, and systemic fixes
• Scale support quality without scaling human effort line

Customer Support Leadership & Excellence (Primary Mandate)

• Design, build, and scale a modern customer support function, including:
• Support tiers and specialization models (L1/L2/L3)
• Escalation frameworks and incident ownership
• Support operating rhythms and quality standards
• Establish support as a trusted, high-credibility function for enterprise customers.
• Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations.
• Ensure support responses balance speed, accuracy, and clarity
  , especially in high-stakes situations.
• Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates.

Support Enablement & Knowledge Systems

• Build robust internal knowledge bases, playbooks, and response standards.
• Ensure support teams are trained to clearly explain:
• Platform behavior and outputs
• Common data and integration issues
• Incident impact and resolution paths
• Establish QA processes for support interactions to ensure consistency and correctness.
• Drive self-service where appropriate without degrading customer trust.

Technical Onboarding & Early Lifecycle Quality

• Own technical onboarding and integrations to ensure customers start with clean, reliable setups.
• Define onboarding success criteria, exit gates, and clean handoffs into support.
• Reduce onboarding variability and early-life escalations through standardization and tooling.
• Ensure onboarding quality directly reduces downstream support burden.

Technical Operations & Reliability (Support-Enabling)

• Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation.
• Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery.
• Partner with Engineering to eliminate recurring issues and operational debt.
• Own internal tooling and backend workflows that support onboarding and support execution.
• Identify and eliminate unnecessary manual work across onboarding and support.
• Drive automation and tooling investments that reduce support load without sacrificing quality.
• Track and improve operational leverage metrics (automation %, human hours per account).
• Ensure support and onboarding scale sustainably as customer volume and complexity grow.

Cross-Functional Signal & Alignment

• Serve as the primary voice of post-sales customer reality to Product and Engineering.
• Surface recurring issues, confusion patterns, and reliability risks with clear evidence.
• Partner with Product and Engineering to influence priorities that improve supportability.
• Ensure support readiness for new launches, features, and platform changes.
• Hire, develop, and retain high-performing support and…