Head of Technical Customer Support

Company: Rokt group
Location: New York
Posted on: June 2, 2025

Job Description:

mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world's leading companies.We are Rokt, a hyper-growth ecommerce leader. We enable companies to increase value by unlocking real-time relevancy in the moment that matters most, when customers are buying. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions connecting 400 million customers across the world's leading companies. In January 2025, Rokt's valuation increased to $3.5 billion USD, allowing us to expand rapidly across 15 countries.At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt'stars constantly strive to raise the bar, pushing the envelope of what is possible.We are looking for a Head of Technical Customer SupportTarget total compensation ranges from $222,000 - $300,000, including a fixed annual salary of $182,000 - $230,000 Base, employee equity plan grant & world class benefits.We are seeking a visionary Head of Technical Customer Support to lead and scale our global Technical Services organization. This role will be instrumental in evolving our support strategy to meet the complex, mission-critical needs of enterprise customers, leveraging AI-first thinking, intelligent systems, and operational excellence at every level. This role combines strategic leadership with hands-on technical expertise to drive customer success and team excellence in a fast-paced, evolving environment. As we continue to expand our enterprise customer base, you will be instrumental in scaling and maturing our support capabilities to deliver world class technical services.Key Responsibilities:

• Build, mentor, and inspire a high-performing, globally distributed team of Technical Services Engineers, fostering a culture of excellence, accountability, and AI-driven innovation
• Lead AI-first transformations of support workflows and decision-making processes, embedding intelligent systems into daily operations to enhance speed, accuracy, and personalization
• Own and optimize core support processes including ticket management, incident response and escalation procedures
  • Establish and monitor performance metrics across all team levels with focus on CSAT and TTR improvements
  • Implement AI-driven feedback loops and predictive analytics to proactively identify customer pain points and improve team effectiveness and service outcomes
    • Design and implement enterprise-grade support processes and service delivery models
    • Create scalable frameworks for handling complex, multi-stakeholder technical challenges
      • Act as a senior escalation leader during critical incidents, providing clear, calm, and strategic guidance to both internal teams and customer executives
      • Champion cross-functional alignment by working closely with Sales, Customer Success, Product, Engineering, and Professional Services to drive shared goals and frictionless customer experiences
        • Drive strategic initiatives in partnership with senior leadership to evolve the vision, strategy, and operating model of the Technical Services function in an AI-first worldAbout you:
          • 7+ years of experience in technical support for enterprise software or SaaS platforms, with a strong emphasis on driving innovation through automation and AI
          • 3+ years in leadership or player/coach roles, with a proven ability to build and scale high-impact support organizations in fast-paced, AI-forward environments
          • Demonstrated success building globally distributed, high-performing teams, with a focus on asynchronous collaboration, operational resilience, and intelligent tooling
          • Experience designing career frameworks and competency models, including leveraging AI for skills assessment, coaching insights, and personalized development plans
          • Track record of continuous improvement in core KPIs such as CSAT, TTR, and NPS, using AI-powered strategies.
          • Strong capability to influence and build collaborative relationships with teams across Engineering, Product, Customer Success and other functional areas
          • Track record of successful cross-functional initiatives and organizational alignment
          • Experience with Object-Oriented Programming languages (Swift, Java, Ruby, Python), SQL or APIs
          • Exceptional communication skills, capable of distilling complex technical topics for both executive-level and technical audiences across varied customer profiles
          • AI-native mindset, with experience or curiosity around integrating machine learning, automation, or AI/LLM-based tooling into support workflows, knowledge systems, and customer experiencesAbout Rokt'stars:As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better.About The Benefits:We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:
            • All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
            • Become a shareholder. Every Rokt'star gets equity in the company
            • Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us!
            • Access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance!
            • Dog-friendly office
            • Extra leave (bonus annual leave, sabbatical leave etc.)
            • Work with the greatest talent in town
            • See the world! We have offices in New York, Seattle, Sydney, Tokyo and LondonWe believe we're better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.If this sounds like a role you'd enjoy, apply here, and you'll hear from our recruiting team
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Keywords: Rokt group, Milford , Head of Technical Customer Support, IT / Software / Systems , New York, Connecticut