Customer & Support Engineering Lead

Coactive makes it easy to search, filter, and analyze visual content. Increasingly image and video data captures the content we watch, the products we buy, and the work we do, and already represents 80% of internet traffic. But rather than being an asset, visual content is often a tax or even a liability because it is so hard to work with and understand. Coactive solves this by bringing structure to unstructured visual data. Rather than spending months (or years) building complex infrastructure, data teams can unlock the value of their visual data in minutes to power use cases such as content understanding and moderation, search, and analytics.

Coactive was founded by experts who shaped the fields of high-performance deep learning and data-centric AI. We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations. Through our decades of experience, we have developed a playbook to democratize the toughest parts of machine learning systems; no PhD required.

This is an exceptional opportunity to work with one of Forbes' top 50 AI companies, backed by key investors such as Andreesen Horowitz and Bessemer Ventures. This position is truly a chance to be part of a category-defining team that is attracting top-tier talent interested in pushing the boundaries of what's possible in AI. 

We are seeking a dynamic and experienced Customer/ Support Engineering Lead to our Customer Support team. This strategic role involves overseeing the delivery of exceptional support to our clients, driving continuous improvement, and ensuring alignment with our company's overall goals and values. The ideal candidate will have a strong background in customer support management, excellent leadership skills, and a passion for enhancing the customer journey.

What you’ll do:

Leadership & Strategy:Develop and execute the strategic vision for the Support department to drive customer satisfaction and retention.

• Lead, mentor, and manage a diverse team of support professionals, fostering a culture of excellence, collaboration, and accountability.
• Establish performance metrics and KPIs to monitor team performance, customer satisfaction, and  delivery.

Customer Experience Management:

• Oversee the design and implementation of customer support processes and workflows to ensure high-quality delivery.
• Collaborate with cross-functional teams to address and resolve complex customer issues and ensure a seamless customer experience.

Operational Excellence:

• Develop and manage budgets for the Support department, ensuring optimal resource allocation and cost efficiency.
• Implement and maintain support tools, technologies, and systems to enhance operational efficiency and quality.

Training & Development:

• Create and deliver training programs and resources to enhance team skills, knowledge, and performance.
• Foster a learning environment and support professional development opportunities for team members.

Customer Advocacy:

• Act as a customer advocate within the company, ensuring that customer needs and concerns are communicated and addressed effectively.
• Develop and maintain strong relationships with key clients, stakeholders, and partners to enhance customer loyalty and retention.
• Shape best practices and company culture as we grow

What we look for:

Education & Experience:

• Minimum of 8-10 years of experience in customer support management, with at least 3-5 years in a leadership role.
• Proven track record in a leadership role successfully managing and scaling support operations, preferably in a B2B SaaS and in a fast-paced environment.

Skills & Competencies:

• Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
• Excellent communication, interpersonal, and problem-solving skills.
• Deep understanding of customer support best practices, tools, and technologies.
• Hands