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Leadership & Team Building:
- Hire, coach, and develop a high-performing Customer Support org including managers, frontline ICs, and a support engineering bench.
- Set the technical bar for the function and build a culture that is customer-first, technically rigorous, and accountable.
Strategy & AI-First Operations:
- Define how Customer Support scales with the business using AI-first approaches, including triage, deflection, and human-handoff.
- Build processes, workflows, and systems that enable growth without linear headcount increases.
Metrics & Technical Execution:
- Own KPIs like response time, CSAT, deflection rates, and ticket-per-customer, instrumenting them and driving improvement.
- Lead support engineering: reproductions, log diving, SQL, API debugging, and bug triage with a closed-loop on customer comms.
Triple Whale
Triple Whale is an AI operating system for modern ecommerce that helps businesses see what's working, what's not, and what to do next, then takes action automatically. With over 60,000 brands like Pressed Juicery and True Classic using their platform, the company is driven by a customer-obsessed, fast-moving, and curious culture.