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
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