- Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols)
- Design and document standard operating procedures for incident response, ticket management, and customer communications
- Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction
- Partner with engineering and IT teams to build or customize support tools, ticketing systems, knowledge bases, and monitoring capabilities
- Create feedback loops between support and product/engineering to drive continuous improvement
- Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents
- Become expert with LineVision's applications and support tooling (cloud infrastructure, monitoring systems, ticketing platforms, and knowledge management tools)
- Implement automation and self-service capabilities where appropriate without compromising service quality
- Determine optimal staffing models for 24/7 coverage, including shift structures, on-call rotations, and escalation tiers
- Recruit, hire, and onboard support staff as needed who understand mission-critical environments
- Develop comprehensive training programs covering technical product knowledge, utility industry context, support procedures and practices, and customer communication
- Create career development paths and mentorship programs to retain top talent
- Manage security incidents with utility customers, ensuring clear communication and rapid resolution
- Build strong relationships with key customer stakeholders and understand their unique operational needs
- Continuously refine processes based on incident retrospectives and customer feedback
- Ensure knowledge capture and documentation from every customer interaction
- Infuse a practice and mindset of continuous improvement into your team
- Build relationships with key customer technical stakeholders
- Coordinate with IT/Security during incidents impacting customers
- Drive continuous improvement through incident retrospectives
- Balance customer needs with product/engineering priorities
- 5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
- Proven track record building support operations from early stage to mature, scalable systems
- Experience with 24/7 support models, including on-call programs and incident management frameworks
- Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences
- Familiarity with utility operations, SCADA systems, grid management, or energy technology
- Understanding of high-availability systems, uptime requirements, and disaster recovery
- Familiarity with security incident management
- Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.)
- Builder mentality: You thrive in ambiguous environments and enjoy creating structure where none exists
- Customer empathy: You understand that for utility customers, our software impacts millions of end users and critical infrastructure
- Operational rigor: You're obsessive about processes, documentation, and continuous improvement
- Technical credibility: You can hold your own in conversations with both customers and engineering teams
- Leadership: You know how to hire, develop, and retain talented people in demanding support environments
- Defined core support processes, SLAs, and escalation procedures
- Implemented primary support tooling and knowledge management systems
- Defined key metrics and begun tracking performance
- Built a fully operational 24/7 support system with proven reliability
- Created comprehensive documentation and training materials
- Established strong partnerships with engineering and product teams
- Positioned our 24/7 support system to scale with growing customer demand without sacrificing quality
- Built a reputation with customers as a trusted partner in their operations
- Impact: Your work directly supports critical infrastructure that powers communities
- Ownership: This is your operation to build-you'll have autonomy and leadership support
- Growth: Join at a stage where your contributions shape the company's trajectory
- Mission: Help accelerate the energy transition by ensuring utilities can rely on modern technology
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Head of Customer Support - Charlestown - LineVision
Description
Job Type
Full-time
Description
We're seeking an experienced Head of Customer Support to build and lead a world-class, utility-grade support operation as we scale to enterprise-wide deployments.
LineVision delivers grid intelligence to electric utilities around the world that depend on our technology to manage critical infrastructure, and exceptional support is a crucial component of delivering on our mission.
You'll be responsible for creating, leading and implementing a robust, 24/7 operation that delivers the reliability, security, and service standards our utility customers demand. This is a unique opportunity to define every aspect of a customer support organization: the model, the processes, the tools, the team, and the culture.
Reporting to: VP Client Success
Location: Boston, MA or Boulder, CO
What You'll Do
Build the Foundation
Required Experience
In 3 months, you will have:
We're committed to building diverse, inclusive teams and providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
#LI-DNI
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