📍 Job Overview

Job Title: Director of Customer Support
Company: Prophecy
Location: United States (Remote)
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: 2025-06-24
Experience Level: 10+
Remote Status: Remote OK

🚀 Role Summary

Lead and scale Prophecy's customer support function, ensuring exceptional support experiences for enterprise customers.
Collaborate cross-functionally with Engineering, Product, and Customer Success to drive high-quality customer experiences.
Troubleshoot complex technical issues related to cloud data platforms, distributed systems, and integration pipelines.
Champion a customer-first culture and act as the voice of the customer within the organization.

📝 Enhancement Note: This role requires a balance of strong technical troubleshooting skills, leadership abilities, and customer-centric mindset. The ideal candidate will thrive in a fast-paced environment and have experience building and scaling support teams in high-growth environments.

💻 Primary Responsibilities

Team Leadership & Development: Lead, hire, and develop a global support team across time zones to ensure consistent, high-quality support delivery. Mentor team members and foster a customer-obsessed culture.
Process & SLA Definition: Define and implement scalable support processes and Service Level Agreements (SLAs) to meet the needs of enterprise and developer customers.
Complex Issue Resolution: Serve as an escalation point for complex technical issues, diving deep into cloud data platforms, distributed systems, and integration pipelines as needed.
Performance Monitoring & Reporting: Monitor and report on key support metrics such as CSAT, time to resolution, ticket deflection, and backlog. Use data-driven insights to improve support processes and team performance.
Cross-Functional Collaboration: Work closely with Product and Engineering to drive resolution for product issues and influence the product roadmap based on customer feedback. Collaborate with Customer Success to ensure seamless customer experiences.
Technical Enablement: Own the technical enablement of your team, ensuring team members stay current with evolving technology stacks, including tools like Spark, Databricks, Snowflake, and others in the modern data ecosystem.
Internal Tool Development: Develop internal tools, documentation, and playbooks to drive operational efficiency and self-service support.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may substitute for formal education.

Experience: 8-10+ years of experience in technical support, including 4+ years in a leadership or management role. Proven ability to hire, mentor, and scale technical support teams in high-growth environments.

Required Skills:

Strong technical background, comfortable troubleshooting issues related to cloud platforms, data pipelines, APIs, or distributed systems.
Experience supporting enterprise customers and working with engineers, data teams, or platform users.
Familiarity with modern data and cloud technologies such as Apache Spark, Databricks, Snowflake, SQL, Kubernetes, AWS, Azure, or GCP.
Excellent communication and collaboration skills; able to interface effectively with customers, engineers, and executives.
Proven ability to lead and mentor teams, with a customer-centric mindset and a passion for driving exceptional customer experiences.

Preferred Skills:

Experience working in a startup or fast-paced SaaS company.
Familiarity with customer support ticketing systems and support metrics.
Knowledge of Agile methodologies and project management tools.

📝 Enhancement Note: Given the role's focus on customer support and team leadership, candidates with a strong technical background, proven leadership abilities, and a customer-centric mindset will excel in this position. Experience in a high-growth environment and familiarity with modern data technologies are essential.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it is focused on customer support and team leadership rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: $150,000 - $200,000 per year (based on regional market data for similar roles in the United States)

Benefits:

Prophecy covers 99% of employee health insurance and 75% for dependents
Competitive compensation
$200 per month towards wellness, gyms, massages, facials, and more!
Celebrate your birthday and anniversary with a day off!
Flexible PTO
Prophecy provides employees with a $500 professional development reimbursement every year
Company sponsored Long Term Disability and Life Insurance
FSA/HSA
Ability to have your fingerprint on an innovative platform
End-to-end ownership of your projects

📝 Enhancement Note: The provided salary range is based on regional market data for similar roles in the United States. Benefits are comprehensive and tailored to support the well-being and professional growth of employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Prophecy operates in the data technology industry, focusing on data transformation and acceleration for enterprise customers. This role will work closely with teams across the organization, including Engineering, Product, and Customer Success.

Company Size: Prophecy is a high-growth startup, offering a dynamic and fast-paced work environment. This role will play a critical part in scaling the customer support function as the company continues to grow.

Founded: Prophecy was founded in 20XX, with a mission to accelerate AI and analytics by delivering data that is clean, trusted, and timely.

Team Structure:

The customer support team will report directly to the Director of Customer Support and collaborate closely with Engineering, Product, and Customer Success teams.
The team will consist of Technical Support Engineers, focused on delivering exceptional customer experiences and resolving complex technical issues.

Development Methodology:

Prophecy follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
The customer support team will work closely with Engineering and Product to ensure customer feedback is integrated into the development process.

Company Website: Prophecy Website

📝 Enhancement Note: Prophecy's company culture is driven by a customer-first mindset, with a strong emphasis on collaboration, innovation, and continuous learning. The customer support team will play a critical role in driving customer success and shaping the company's future.

📈 Career & Growth Analysis

Customer Support Career Level: This role is a leadership position within the customer support function, responsible for driving exceptional customer experiences and scaling the support team. The ideal candidate will have a proven track record of success in similar roles and be eager to take on new challenges as the company grows.

Reporting Structure: The Director of Customer Support will report directly to the Chief Customer Officer and work closely with other executive team members to drive customer success and growth.

Technical Impact: This role will have a significant impact on customer satisfaction, retention, and growth. By driving exceptional customer experiences and collaborating with cross-functional teams, the Director of Customer Support will play a critical role in shaping Prophecy's future.

Growth Opportunities:

As Prophecy continues to grow, there will be opportunities for the Director of Customer Support to expand their team and take on additional responsibilities within the organization.
This role offers the opportunity to work closely with executive team members and influence the company's strategic direction.
Prophecy values internal mobility and offers opportunities for employees to grow and develop their careers within the organization.

📝 Enhancement Note: This role offers significant growth potential, with the opportunity to shape the customer support function and drive customer success as Prophecy continues to grow. The ideal candidate will be eager to take on new challenges and contribute to the company's strategic direction.

🌐 Work Environment

Office Type: Prophecy operates a remote-first work environment, with team members located across the United States and beyond.

Office Location(s): N/A (Remote)

Workspace Context:

Prophecy's remote work environment fosters collaboration and communication, with regular team meetings and one-on-ones to ensure everyone is aligned and supported.
The customer support team will have access to the tools and resources needed to deliver exceptional customer experiences, including ticketing systems, knowledge bases, and collaboration platforms.
Prophecy values work-life balance and encourages employees to prioritize their well-being and personal growth.

Work Schedule: Full-time, with flexible hours to accommodate time zones and customer needs. Prophecy offers flexible PTO, allowing employees to take time off as needed to recharge and maintain a healthy work-life balance.

📝 Enhancement Note: Prophecy's remote work environment offers the opportunity to work from anywhere, with a focus on collaboration, communication, and work-life balance. The ideal candidate will be comfortable working remotely and thriving in a dynamic, fast-paced environment.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to discuss your experience, qualifications, and fit for the role. Be prepared to share examples of your technical troubleshooting skills and leadership experience.
Technical Deep Dive: A more in-depth discussion of your technical background, focusing on your experience with cloud data platforms, distributed systems, and data pipelines. Be prepared to discuss specific examples of complex issues you've resolved and the processes you've implemented to improve support outcomes.
Cross-Functional Meeting: Meet with representatives from Engineering, Product, and Customer Success to discuss how you would collaborate with these teams to drive customer success. Be prepared to share your thoughts on how you would integrate customer feedback into the product development process and ensure seamless customer experiences.
Final Interview: A conversation with the hiring manager and other key stakeholders to discuss your fit for the role and the company. Be prepared to share your vision for scaling the customer support function and driving exceptional customer experiences.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation: N/A (This role focuses on leadership and technical troubleshooting skills rather than technical challenges)

ATS Keywords: (See the "🎓 Skills & Qualifications" section for a comprehensive list of relevant keywords)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical troubleshooting skills, leadership abilities, and customer-centric mindset. Be prepared to share specific examples of your experience and accomplishments in these areas.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it focuses on customer support and team leadership rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

Customer Obsessed: Prophecy's customer support team is dedicated to delivering exceptional customer experiences and driving customer success.
Technically Proficient: The team consists of highly skilled Technical Support Engineers, capable of resolving complex technical issues and staying current with evolving technology stacks.
Collaborative: The customer support team works closely with Engineering, Product, and Customer Success to ensure seamless customer experiences and drive customer success.
Adaptable: Prophecy's customer support team is agile and adaptable, capable of responding to changing customer needs and market demands.

Collaboration Style:

Prophecy's customer support team operates in a collaborative, cross-functional environment, working closely with Engineering, Product, and Customer Success to drive customer success.
The team values open communication, active listening, and continuous learning, fostering a culture of growth and development.
Prophecy encourages employees to take ownership of their work and contribute to the company's strategic direction.

📝 Enhancement Note: Prophecy's customer support team is dedicated to delivering exceptional customer experiences and driving customer success. The ideal candidate will be customer-obsessed, technically proficient, and collaborative, with a strong commitment to continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support Operations: As Prophecy continues to grow, the customer support team must scale to meet the needs of an increasing customer base. The ideal candidate will have experience building and scaling support teams in high-growth environments and be eager to take on new challenges as the company grows.
Complex Technical Issues: The customer support team will face complex technical issues related to cloud data platforms, distributed systems, and integration pipelines. The ideal candidate will have a strong technical background and be comfortable troubleshooting complex issues in a dynamic, fast-paced environment.
Customer Expectations: Enterprise customers have high expectations for support experiences, and the customer support team must exceed these expectations to drive customer satisfaction and retention. The ideal candidate will be customer-obsessed and committed to delivering exceptional customer experiences.

Learning & Development Opportunities:

Technical Skill Development: Prophecy offers opportunities for employees to develop their technical skills and stay current with evolving technology stacks. The ideal candidate will be eager to learn and grow within the role and take on new challenges as the company continues to innovate.
Leadership Development: Prophecy values internal mobility and offers opportunities for employees to grow and develop their leadership skills. The ideal candidate will be eager to take on new leadership responsibilities and contribute to the company's strategic direction.
Customer Success Training: Prophecy provides training and development opportunities to ensure the customer support team has the skills and knowledge needed to deliver exceptional customer experiences. The ideal candidate will be committed to continuous learning and improvement.

📝 Enhancement Note: The customer support team will face technical challenges and growth opportunities as Prophecy continues to grow and innovate. The ideal candidate will be eager to take on new challenges, develop their skills, and contribute to the company's strategic direction.

💡 Interview Preparation

Technical Questions:

Technical Troubleshooting: Be prepared to discuss specific examples of complex technical issues you've resolved and the processes you've implemented to improve support outcomes. Focus on your ability to diagnose and resolve issues related to cloud data platforms, distributed systems, and integration pipelines.
Leadership & Team Building: Be prepared to discuss your experience building and scaling support teams in high-growth environments. Focus on your ability to hire, mentor, and develop team members, as well as your commitment to fostering a customer-centric culture.
Customer Success Strategies: Be prepared to discuss your approach to driving exceptional customer experiences and ensuring customer satisfaction. Focus on your ability to collaborate with cross-functional teams and integrate customer feedback into the product development process.

Company & Culture Questions:

Company Culture: Be prepared to discuss your understanding of Prophecy's company culture and how you would contribute to the team's success. Focus on your alignment with Prophecy's values and commitment to driving customer success.
Customer Support Evolution: Be prepared to discuss your vision for scaling the customer support function and driving exceptional customer experiences as Prophecy continues to grow. Focus on your ability to adapt to changing customer needs and market demands.
Cross-Functional Collaboration: Be prepared to discuss your experience working with cross-functional teams and your approach to driving seamless customer experiences. Focus on your ability to collaborate effectively with Engineering, Product, and Customer Success to ensure customer success.

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical troubleshooting skills, leadership abilities, and customer-centric mindset. Be prepared to share specific examples of your experience and accomplishments in these areas.

📌 Application Steps

To apply for this Director of Customer Support position:

Review the Job Description: Carefully read and understand the job description, highlighting the key responsibilities, required skills, and qualifications.
Tailor Your Resume: Customize your resume to emphasize your relevant experience, skills, and accomplishments, focusing on your technical troubleshooting skills, leadership abilities, and customer-centric mindset.
Prepare for Technical Deep Dive: Brush up on your technical knowledge, focusing on cloud data platforms, distributed systems, and data pipelines. Be prepared to discuss specific examples of complex issues you've resolved and the processes you've implemented to improve support outcomes.
Research Prophecy: Learn about Prophecy's company culture, values, and mission. Be prepared to discuss your alignment with the company's goals and your vision for driving customer success.
Prepare for Cross-Functional Meeting: Familiarize yourself with Prophecy's product offerings, customer base, and competitive landscape. Be prepared to discuss how you would collaborate with cross-functional teams to drive customer success and ensure seamless customer experiences.
Practice Interview Questions: Review the technical and company & culture questions outlined above, and practice your responses to ensure you're confident and prepared for the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Prophecy before making application decisions.

Director of Customer Support