Note: The job is a remote job and is open to candidates in USA. Glidance is an autonomous technology company building the future of robotics and intelligent wayfinding to serve real human needs. They are seeking a Head of Customer Support to build and lead their customer support team, ensuring exceptional support for users of their innovative product, Glide, which aids blind and low vision individuals in navigating their environments.
Responsibilities
- Define and develop Glidance's customer support function from scratch — systems, processes, knowledge base, and automations — with the ramp-up time to learn, test, and refine them before full product rollout
- Build, hire, mentor, and lead a customer support team that scales with our user base
- Design support experiences built around the needs of blind and low vision users, where accessibility is the default
- Own the support pipeline end to end — setting KPIs, optimizing processes, and reporting on the performance that proves we're serving users well
- Establish escalation paths and tight feedback loops with product, engineering, and hardware teams
- Turn what you learn from real users into product and experience improvements that shape where Glide goes next
- Create the playbooks, training, and documentation that let support scale without losing quality or the human touch
Skills
- Experience building or leading a customer support or customer success function, ideally from an early stage
- Track record setting up and scaling technical platforms and support systems that build high consumer confidence and trust, balancing automations and AI integration with real human interaction
- Excellent communication skills and a genuinely customer-first mindset
- Strong people leadership: hiring, mentoring, and managing support teams
- Comfort defining and reporting on support KPIs and continuously optimizing processes
- Experience supporting hardware or consumer robotics products
- Familiarity with accessibility or serving people with disabilities
Company Overview