Head of Customer Support Technology

Описание вакансии

The Head of Customer Support Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization.

This leader will design and execute a technology strategy where AI is not an add-on, but the foundation of how support operates — from customer self-service and intelligent routing to real-time agent augmentation and predictive service operations.

The role sits in the IT organization, and will define how emerging AI capabilities fundamentally reshape customer experience, agent productivity, and cost structure.

We are looking to speak to candidates who are based in Palo Alto / San Francisco or New York City for our hybrid working model.

Key Responsibilities

Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs.

1.  AI-First Strategy & Transformation

• Define and own a multi-year AI roadmap for post sales.  The capabilities should ideally include

• Suggested responses
• Knowledge article generation
• Case summarization
• Sentiment detection
• Next-best-action recommendations

• Reimagine support workflows assuming AI agents and copilots are default participants
• Lead transition from reactive case management to predictive, proactive service
• Establish governance for responsible and secure AI deployment

2. Autonomous & Conversational AI

• Architect scalable conversational AI platforms for chat, voice, and digital channels
• Lead implementation of AI solutions using modern AI native platforms
• Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
• Continuously tune models based on real customer interaction data

4. Intelligent Case Lifecycle & Automation

• Implement predictive case routing based on complexity and skill
• Automate repetitive workflows and approvals
• Use machine learning to detect systemic product issues and trigger escalation automatically
• Drive closed-loop feedback into Product and Engineering

5. Data, Insights & Predictive Analytics

• Establish unified support data architecture
• Build real-time dashboards with actionable insights
• Develop predictive models for:

• Volume forecasting
• Churn risk
• SLA breach risk
• Escalation likelihood

• Transform support data into a strategic asset

6. Platform & Architecture Ownership

• Own the support technology stack end-to-end
• Ensure integration with Sales, Customer Success, Billing, and Product systems
• Standardize APIs and data models to support AI training and analytics
• Ensure high availability, security, and compliance

7. Change Leadership

• Lead cultural transition to AI-augmented support
• Upskill agents and managers in AI collaboration
• Build trust through transparent AI governance and explainability
• Partner with HR and Enablement to redefine roles and career paths in an AI-native organization

Qualifications

• Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
• Product Management experience - Experience working in IT as a product manager including but not limited to user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery against the roadmap and measurement of product adoption and definition and tracking of other success metrics
• Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
• Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
• Communication: Excellent stakeholder management, communication, and change leadership skills
• Education: Bachelor’s degree required (comp science preferred); Master’s or MBA preferred

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys.Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 1273386617

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$168,000—$330,000 USD