Description

We’re seeking an experienced Head of Customer Support to build and lead a world-class team that drives customer retention, growth, and satisfaction. While the role is currently B2C-focused, it will evolve to support both B2C and B2B as our new product matures.

This high-impact leadership position will shape the customer experience strategy across StackBlitz and Bolt.new, working cross-functionally to ensure exceptional support for customers ranging from individual developers to large enterprises.

Responsibilities

• Lead and define the Customer Support function, ensuring a best-in-class user experience.
• Develop and execute strategies to drive retention, satisfaction, and expansion.
• Build and mentor a high-performing support team.
• Improve operational efficiency through AI-driven solutions, automation, and BPO strategies.
• Oversee the customer support tech stack, optimizing tools and workflows.
• Partner with Product, Engineering, and Sales to advocate for customer needs.
• Own forecasting and capacity planning to support a growing global customer base.

How You’ll Contribute

• Lead & Scale Support – Define the long-term vision and strategy for customer support.
• Optimize Operations – Implement AI, automation, and process improvements.
• Drive Growth & Adoption – Enhance product adoption, reduce churn, and identify upsell opportunities.
• Improve Customer Experience – Identify and remove friction points in onboarding, documentation, and self-service options.
• Develop & Mentor the Team – Build leadership within the team and foster continuous learning.
• Leverage Data & Insights – Track KPIs and optimize customer interactions through data-driven decision-making.

Qualifications

• 7+ years in Customer Support, Success, or a related function, preferably in SaaS, developer tools, or B2B environments.
• Proven leadership experience in building and scaling high-performing teams.
• Strong technical acumen in developer workflows, cloud environments, and web-based tools.
• Experience with AI-driven support solutions and global operations.
• Strong analytical skills with a track record of optimizing support metrics.
• Excellent communication and stakeholder management skills.
• Passion for customer advocacy, ensuring an exceptional experience for all users.