Job Overview
Location
Americas Remote
Job Type
Full-time
Category
Operations
Date Posted
April 14, 2026
Full Job Description
đź“‹ Description
- • Lead the Technical Support organization at Customer.io, a platform used by over 7,500 companies to send billions of messages daily, ensuring customer confidence through technical excellence and scalable systems.
- • Own day-to-day support performance including SLA, resolution time, and customer satisfaction while designing AI-driven workflows, automation, and tooling to scale support efficiently without simply adding headcount.
- • Partner closely with Engineering, Product, Customer Success, and Sales to drive root cause analysis, influence product roadmaps through customer insights, and manage high-severity escalations with technical credibility.
- • Build scalable support systems such as smart routing, self-service programs, and deflection strategies while leading and developing a team of managers and senior ICs through coaching and technical leadership.
- • Shape the future of Technical Support by embedding AI and automation into support operations, operating as a builder and coach who stays close to the work and fosters inclusive, transparent, and action-oriented team culture.
🎯 Requirements
- • 10+ years in Technical Support or related technical customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director).
- • Deep technical fluency in understanding and debugging APIs, integrations, data flows, event pipelines, and customer architectures.
- • Hands-on experience building AI and automation in support contexts — including ticket triage, automated resolution workflows, and tooling — with a proven track record of implementation, not just familiarity.
- • Proven ability to scale technical support efficiently by improving quality and speed without relying solely on adding headcount.
- • Strong track record of cross-functional partnership with Engineering and Product teams, using data-driven customer insights to influence product roadmaps.
- • Experience building and managing escalation frameworks, incident response processes, and self-service programs that enhance customer confidence at scale.
🏖️ Benefits
- • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employee and family.
- • 16 weeks paid parental leave and unlimited PTO.
- • Stipends for remote work and wellness, plus a professional development budget.
- • Transparent compensation with a salary range of $200,000 - $220,000 USD based on experience and market adjustment.
- • Inclusive team culture with bias-free hiring practices and commitment to equity and inclusion in the tech industry.
Skills & Technologies
About Peaberry Software Inc.
Peaberry Software Inc. operates as Customer.io, a messaging platform that enables SaaS and e-commerce businesses to send targeted emails, SMS, push, and in-app messages based on real-time customer data. Founded in 2012 and headquartered in New York, the company provides APIs, visual workflow builders, and segmentation tools to automate lifecycle campaigns without heavy engineering. It serves venture-backed startups and public companies seeking to increase activation, retention, and revenue through behavior-driven communication.
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