HEAD OF CUSTOMER SUPPORT - USA

Join to apply for the head of customer support - usa role at enhance . get ai-powered advice on this job and more exclusive features. at enhance , we empower gym operators and their personal training teams with cutting-edge personal training management software that simplifies operations, boosts client engagement, and drives sustainable business growth. our platform is designed to help fitness professionals thrive — so client success isn’t just a department here, it’s the core of everything we do. what you’ll do lead daily support operations own the customer support ticket queue—responding to and resolving complex support requests via jira. define, implement, and optimize support processes to ensure timely, empathetic, and effective communication with clients. develop and maintain support documentation and sops for scaling support efforts. build & manage the support function design and scale the support organizational structure, including hiring and implementing tools and workflows. lead by example and mentor team members as the support team grows. collaborate with customer success, product, and engineering teams to ensure a consistent client experience. champion ai-driven support strategy identify and lead the implementation of ai tools and automation to increase efficiency, such as ai-powered ticket triage, chatbots, and knowledge base integrations. act as the internal product owner for support operations, partnering with engineering to deploy technological solutions that improve speed and resolution quality. evaluate vendors and ai solutions, leading rollout projects wit...