Pylon
Head of Support
$220K–$280K
San Francisco · On-site · Director · Full-time · Posted Jul 8, 2026
About the job
Leads Pylon’s global support organization across the US and EMEA, scaling teams and operations while redesigning support workflows for AI.
What you'll do
- Set the AI support strategy, including work ownership, automation, team design, workflows, and career paths.
- Own support operations and systems, including service metrics, knowledge management, QA, onboarding, incident response, and capacity planning.
- Lead US and EMEA teams, launch the New York team, develop managers, and turn customer support feedback into product insights.
What they ask for
- Experience leading and scaling a technical B2B support organization and managing managers.
- Experience building teams and systems from scratch and creating owned, measurable processes.
- Technical fluency with integrations, APIs, logs, and engineering tradeoffs.
- A clear perspective on AI’s impact on support, backed by something built or shipped.
Nice to have
- Experience launching a support location or regional team.
- Experience building structured dogfooding and product-feedback systems or working in a fast-changing, founder-led environment.
Pay
USD 220k - 280k annually (base salary)
Tools
Pylon
AI focus
Define how AI changes support, including what people own, what is automated, and how support teams, workflows, and career paths should be designed.
Model-written summary · the original posting is authoritative