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 1. 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