Head Of Customer Support

Summary

Join StackBlitz as the Head of Customer Support and lead a world-class team driving customer retention, growth, and satisfaction. This high-impact role involves shaping customer experience strategy across StackBlitz and Bolt.new, working cross-functionally to ensure exceptional support. You will define and lead the Customer Support function, develop and execute strategies for customer success, build and mentor a high-performing team, and improve operational efficiency. The ideal candidate possesses extensive experience in customer support, proven leadership skills, technical acumen, and strong analytical abilities. This is a 100% remote position offering various benefits.

Requirements

• 7+ years of experience in Customer Support, Success, or a related function, preferably in SaaS, developer tools, or B2B environments
• Proven leadership experience, with a track record of building and scaling high-performing teams
• Technical acumen, with an understanding of developer workflows, cloud environments, and web-based tools
• Experience implementing AI-driven support solutions and scaling global operations
• Strong analytical skills, with experience tracking and optimizing customer support metrics
• Excellent communication and stakeholder management, with the ability to collaborate cross-functionally
• A passion for customer advocacy, ensuring our users and enterprise customers get the best experience possible

Responsibilities

• Define and lead the Customer Support function for StackBlitz and Bolt.new, ensuring a best-in-class experience for our users
• Develop and execute strategies to drive customer retention, satisfaction, and expansion
• Build and mentor a high-performing customer support team
• Improve operational efficiency by launching AI-driven support solutions, automation, and BPO strategies
• Oversee the customer support tech stack, optimizing tools and workflows to enhance the customer journey
• Partner with Product, Engineering, and Sales to advocate for customer needs and drive strategic alignment
• Own forecasting and capacity planning, ensuring the team is resourced appropriately to support a growing global customer base
• Lead & Scale Customer Support – Define the long-term vision and strategy for customer support, ensuring customers maximize the value of StackBlitz products
• Optimize Support Operations – Implement AI, automation, and process improvements to increase efficiency and reduce response times
• Drive Growth & Adoption – Develop proactive engagement strategies to drive product adoption, reduce churn, and identify upsell opportunities
• Enhance Customer Experience – Identify and remove friction points, improving onboarding, documentation, and self-service options
• Develop & Mentor the Team – Build a strong leadership pipeline within the team, ensuring continuous learning and career development
• Leverage Data & Insights – Define and track KPIs, using data-driven decision-making to enhance customer interactions and team performance

Benefits

• 100% remote company
• Medical, dental, and vision coverage for employees and dependents (for US employees)
• Paid parental leave