Job Details - Find Your Perfect Career Opportunity

We are hiring a Head of Customer Support to build our support function from the ground up. This is a founding-member role: there is no existing playbook, team, or tooling — you will define all of it. Our customers are technical and operationally sophisticated — fleet operators, MSMEs, energy storage providers, banks, insurers, and financial services firms — and our product sits deep in mission-critical infrastructure. Support here is not ticket triage; it's a trust function for customers whose battery uptime directly affects their revenue.

What You'll Do

• Design and build the support function from scratch — processes, tooling, SLAs, escalation paths, and knowledge base — for a technical B2B product.
• Hire, train, and lead the founding support team as the company scales beyond private preview.
• Own resolution of technical issues involving battery data, integrations, and platform behavior — working directly with engineering on complex or systemic issues.
• Build relationships with power users across fleet operators, MSMEs, and financial institutions, understanding their operational context well enough to anticipate issues before they're raised.
• Define and track the metrics that matter — response time, resolution time, CSAT, and escalation rate — and report them to leadership.
• Create a feedback loop between customers and product/engineering, ensuring recurring issues turn into roadmap input, not repeated tickets.
• Select and implement support tooling (helpdesk, knowledge base, in-app support) with a frugal, pragmatic, open-source-friendly approach.
• Develop self-serve resources — documentation, FAQs, onboarding guides — to reduce repetitive load as the customer base grows.

What We're Looking For

• Founding/0→1 experience: has built a support function from scratch at a B2B SaaS company, not just operated within an existing one.
• B2B SaaS background: proven experience supporting technical, enterprise, or SMB business customers — not consumer support.
• Technical comfort: able to understand and troubleshoot issues involving data integrations, APIs, dashboards, and platform behaviour; comfortable working directly with engineering.
• Operational rigour: has defined SLAs, escalation matrices, and support metrics from a blank slate, and can build tooling/process without a big budget.
• Customer-facing maturity: credible speaking with operationally sophisticated customers — fleet managers, MSME owners, and staff at banks or financial institutions — who expect precise, no-nonsense answers.
• People leadership: ready to hire and manage a small team as it grows, while still being hands-on with customers in the early days.
• Bonus: prior exposure to EV, fleet, IoT, or hardware-adjacent products where support requires understanding physical-world context, not just software behaviour.