Head of Professional Services & Customer Support

Position:
Head of Professional Services & Customer Support

Company:
Rockstar

Location:
Remote (Canada, Brazil, Mexico, Colombia, Peru, Venezuela)

Employment type:
Not specified

Short Summary:
Rockstar is recruiting for a company that provides innovative software and services for urban forestry, GIS, and green infrastructure management. They are looking for a strategic, technically strong leader to transform their customer support and professional services operations through AI, automation, and smarter processes.

Responsibilities:
- Leads, coaches, and develops a team of 6 across support and professional services.
- Drives team restructuring for efficiency, redefining roles and workflows.
- Supports team members through transitions with clear communication.
- Builds systems for workload management and accountability.
- Brings hands-on proficiency with SQL and relational databases to support the team.
- Identifies and implements AI-driven solutions across the support function.
- Manages competing priorities across internal and external stakeholders.
- Owns and improves support processes including ticketing workflows and SLAs.
- Ensures high-quality, empathetic customer support across all channels.

Requirement:
- 5+ years in technical support, solutions engineering, or application support.
- 2+ years managing or leading a team through organizational change.
- Proficient in SQL with hands-on experience in relational databases.
- Strong AI literacy and experience implementing AI-driven workflows.
- Experience with Zendesk and familiarity with multi-system support environments.
- Excellent stakeholder management skills and strong organizational abilities.
- Clear communicator who can translate technical complexity for non-technical audiences.

Benefits:
Not specified