Nexus Cognitive

Head of Support

Atlanta HQ

Sponsorship not specifiedDetected 5 days ago

Agentic AIPerformance ManagementCustomer SuccessCustomer SupportZendeskIntercomLeadershipCommunicationMentoring

About the role

We're looking for a Head of Support to build and lead the team responsible for the customer support experience across Nexus One.
This is a hands-on leadership role: you'll shape support strategy, build scalable processes, and lead a team that directly impacts how customers experience our product every day.
You'll work closely with Product, Engineering, and Sales to ensure customer feedback drives real improvements and that support scales cleanly as we grow.

Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives
Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management
Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them
Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths)
Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately
Own the support budget, staffing plan, and any outsourced/BPO relationships if applicable
Establish tiered support structures (L1/L2/L3) and clear escalation criteria for complex or high-priority issues
Build out self-serve resources - help center content, FAQs, in-app guidance - to reduce ticket volume where possible
7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity
A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company

Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar)
you can de-escalate a frustrated customer and also explain a technical issue clearly to a non-technical exec
Experience partnering cross-functionally with Product and Engineering teams to close the loop between customer feedback and the roadmap
Comfort operating in a fast-moving environment with evolving priorities

Experience supporting a technical or platform product (API, infrastructure, or developer-facing tools)
If this role sounds like a great fit - or even close to one - we'd love to hear from you.

85+ open-source tools pre-integrated.
AI-native automations that deploy and self-heal the stack without human toil.
It's working, and fast.
Our platform processes credit risk data for 90%+ of US small businesses - 40M+ - every month.
Intent signals for 300M+ subscribers monthly for Africa's largest telco.
The data and AI layer for a Top 3 US bank.
A collaborative team culture built on curiosity and respect
Challenging work where your contributions clearly matter
A leadership team that invests in learning and development
The opportunity to work at the intersection of cloud, data, and AI innovation

This listing is sourced directly from Nexus Cognitive's careers page and normalized into a canonical job model.