Head of Professional Services & Customer Support

Head of Professional Services Customer Support Remote About the Company A growing software and services company that helps organizations manage urban forestry, GIS data, and green infrastructure. The company is expanding its customer support and professional services operations through stronger processes, automation, and AI. Role Summary We are looking for a hands-on technical leader to manage Customer Support and Professional Services. This person will lead the team, organize priorities, handle complex escalations, improve service delivery, and drive the adoption of AI and automation. Key Responsibilities Lead, coach, and develop the Customer Support and Professional Services team. Manage workloads, priorities, performance, and organizational changes. Own and prioritize the support and professional services backlog. Act as the escalation point for complex database, API, integration, and GIS-related issues. Improve ticketing workflows, SLAs, escalation paths, documentation, and reporting. Implement AI and automation to reduce manual work and improve resolution times. Collaborate with Engineering, Product, Customer Success, Sales, and external stakeholders. Required Experience 5 years in technical support, professional services, solutions engineering, or application support. 2 years leading or managing a team. Strong hands-on SQL and relational database experience; PostgreSQL is preferred. Experience diagnosing data issues, writing queries, and supporting integrations. Practical experience using AI tools and implementing AI-driven or automated workflows. Experience with support platforms such as Zendesk; familiarity with HubSpot or Jira is valuable. Excellent stakeholder management, organization, and prioritization skills. Fluent English and the ability to explain technical topics to non-technical audiences. Nice to Have PostgreSQL PostGIS, GIS tools or data formats, APIs, REST JSON, or scripting experience. Experience managing remote teams or building AI chatbots, automated triage, or knowledge-base workflows. Spanish proficiency.