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 with the CTO and tech team. Analyze & Optimize Monitor KPIs like response times, resolution rates, CSAT, and NPS, using data to drive improvements. Identify trends, bottlenecks, and opportunities for high-impact enhancements. Contribute to quarterly OKRs focused on scaling, satisfaction, and excellence in support. What You Bring 3–5+ years in SaaS customer support or operations, with 1–2 years in a leadership or strategic role. Hands-on experience managing support ticketing systems, especially Jira, resolving tickets, and leading support teams. Strong understanding of how AI and automation can transform support operations, with experience implementing or evaluating AI tools. Excellent communication skills, calmness, and clarity under pressure. Strategic mindset combined with a proactive, problem-solving attitude. Proficiency in Jira, Confluence, and familiarity with tools like Intercom, HubSpot, Notion, and Zendesk. Experience in startup or high-growth tech environments is highly preferred. Why Join Enhance? Be the architect of a modern, AI-enabled customer support function. 100% remote work environment. Work with a high-performing, mission-driven team. Competitive salary with performance-based growth opportunities. Shape the future of fitness software and impact users’ lives. Additional Details Seniority level: Director Employment type: Full-time Industry: Wellness and Fitness Services Referrals increase your chances of interviewing at Enhance by 2x. Get notified about new Head of Customer Support jobs in Mexico City, Mexico . #J-18808-Ljbffr