Head of Customer Support & Technical Operations

Job Description

About Measured 

Measured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. Measured’s unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency.

The Role 

Measured is seeking a Head of Customer Support & Technical Operations to build and scale a world-class customer support organization for our enterprise customers. This leader will own the end-to-end post-sales technical support experience, while also overseeing the technical onboarding and operational systems required to deliver fast, accurate, and trusted support at scale.

This is a support-first leadership role. Success is defined by customers who consistently express confidence, clarity, and trust in Measured’s platform and data even when issues arise. To achieve this, the role owns not only frontline support, but also the technical operations, onboarding quality, tooling, and reliability that determine whether support can operate with excellence.

The ideal candidate has built class-A support functions in complex SaaS or data platforms and understands that great support is a combination of people, process, systems, and prevention — not heroics.

Core Objectives

1. Build, lead, and design best-in-class customer support organization trusted by enterprise customers
2. Deliver fast, accurate, and clear support that reinforces confidence in Measured’s data and platform
3. Ensure onboarding and technical operations are designed to enable support excellence
4. Reduce customer-impacting issues through prevention, automation, and systemic fixes
5. Scale support quality without scaling human effort linearly

Key Responsibilities

Customer Support Leadership & Excellence (Primary Mandate)

• Design, build, and scale a modern customer support function, including:
• Support tiers and specialization models (L1/L2/L3)
• Escalation frameworks and incident ownership
• Support operating rhythms and quality standards
• Establish support as a trusted, high-credibility function for enterprise customers.
• Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations.
• Ensure support responses balance speed, accuracy, and clarity, especially in high-stakes situations.
• Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates.

Support Enablement & Knowledge Systems

• Build robust internal knowledge bases, playbooks, and response standards.
• Ensure support teams are trained to clearly explain:
• Platform behavior and outputs
• Common data and integration issues
• Incident impact and resolution paths
• Establish QA processes for support interactions to ensure consistency and correctness.
• Drive self-service where appropriate without degrading customer trust.

Technical Onboarding & Early Lifecycle Quality

• Own technical onboarding and integrations to ensure customers start with clean, reliable setups.
• Define onboarding success criteria, exit gates, and clean handoffs into support.
• Reduce onboarding variability and early-life escalations through standardization and tooling.
• Ensure onboarding quality directly reduces downstream support burden.

Technical Operations & Reliability (Support-Enabling)

• Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation.
• Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery.
• Partner with Engineering  to eliminate recurring issues and operational debt.
• Own internal tooling and backend workflows that support onboarding and support execution.

Automation, Scale & Prevention

• Identify and eliminate unnecessary manual work across onboarding and support.
• Drive automation and tooling investments that reduce support load without sacrificing quality.
• Track and improve operational leverage metrics (automation %, human hours per account).
• Ensure support and onboarding scale sustainably as customer volume and complexity grow.

Cross-Functional Signal & Alignment

• Serve as the primary voice of post-sales customer reality to Product and Engineering.
• Surface recurring issues, confusion patterns, and reliability risks with clear evidence.
• Partner with Product and Engineering to influence priorities that improve supportability.
• Ensure support readiness for new launches, features, and platform changes.

Team Leadership & Culture

• Hire, develop, and retain high-performing support and technical operations leaders.
• Build clear career paths and expectations across support, onboarding, and technical specialists.
• Foster a culture of empathy, accountability, calm execution, and continuous improvement.
• Ensure stakeholders across the company trust this organization to deliver customer-critical outcomes.

What Success Looks Like

• Customers consistently rate support as a reason they trust Measured
• Support CSAT exceeds 90% with high marks for clarity and competence
• First response and resolution times meet SLAs without sacrificing accuracy
• Repeat issues and escalations decline quarter over quarter
• Onboarding quality measurably reduces early-life support tickets
• Manual support effort per customer decreases as automation increases
• Support insights materially influence product reliability and supportability

Requirements

Ideal Experience

• Ideal Experience & Profile
• 10+ years in customer support or support-adjacent leadership roles within B2B SaaS, data, or analytics platforms
• 5+ years building and scaling customer support organizations for enterprise customers
• Experience supporting technically complex products (APIs, data pipelines, analytics platforms)
• Proven ability to design support systems, not just manage queues
• Strong judgment in incident management and customer communication
• Ability to partner deeply with Engineering and Product without owning the roadmap
• Hands-on technical fluency is a plus, but people, systems, and judgment come first

• Why This Role Matters
• In a measurement business, customer support is not a cost center — it is a trust engine. This role ensures that Measured’s customers experience clarity, confidence, and reliability at every stage of their post-sales journey, while building the operational systems needed to scale support excellence as the business grows.

Benefits

Perks

• 100% Remote
• Competitive Total Rewards and flexible paid time off
• Opportunities to give back through Measured for Good
• Engaged, diverse, and curious culture
• Award-winning technology powered by an agile, collaborative team

Measured values curiosity, integrity, aiming for the extraordinary,  customer obsession, and employee belonging. 

Measured promotes diversity and inclusivity in all forms, which helps to shape our company culture and industry leading products.  Measured is committed to providing equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, hairstyle, religion, sex, national origin, age, disability, genetics, or any other protected characteristics.