Head of Customer Support
LineVision
We're seeking an experienced Head of Customer Support to build and lead a world-class, utility-grade support operation as we scale to enterprise-wide deployments.
LineVision delivers grid intelligence to electric utilities around the world that depend on our technology to manage critical infrastructure, and exceptional support is a crucial component of delivering on our mission.
You'll be responsible for creating, leading and implementing a robust, 24/7 operation that delivers the reliability, security, and service standards our utility customers demand. This is a unique opportunity to define every aspect of a customer support organization: the model, the processes, the tools, the team, and the culture.
Reporting to: VP Client Success
Location: Boston, MA or Boulder, CO
What You'll Do
Build the Foundation
- Define and implement a comprehensive support model tailored to utility-grade reliability requirements (SLAs, escalation paths, communication protocols)
- Design and document standard operating procedures for incident response, ticket management, and customer communications
- Establish metrics and KPIs to measure support quality, response times, resolution rates, and customer satisfaction
- Partner with engineering and IT teams to build or customize support tools, ticketing systems, knowledge bases, and monitoring capabilities
- Create feedback loops between support and product/engineering to drive continuous improvement
- Work cross-functionally with IT, Security and Engineering to define alerts, escalation paths, and runbooks for security and availability incidents
- Become expert with LineVision's applications and support tooling (cloud infrastructure, monitoring systems, ticketing platforms, and knowledge management tools)
- Implement automation and self-service capabilities where appropriate without compromising service quality
Build and Lead the Team
- Determine optimal staffing models for 24/7 coverage, including shift structures, on-call rotations, and escalation tiers
- Recruit, hire, and onboard support staff as needed who understand mission-critical environments
- Develop comprehensive training programs covering technical product knowledge, utility industry context, support procedures and practices, and customer communication
- Create career development paths and mentorship programs to retain top talent
Deliver Operational Excellence
- Manage security incidents with utility customers, ensuring clear communication and rapid resolution
- Build strong relationships with key customer stakeholders and understand their unique operational needs
- Continuously refine processes based on incident retrospectives and customer feedback
- Ensure knowledge capture and documentation from every customer interaction
- Infuse a practice and mindset of continuous improvement into your team
Ongoing Responsibilities
- Build relationships with key customer technical stakeholders
- Coordinate with IT/Security during incidents impacting customers
- Drive continuous improvement through incident retrospectives
- Balance customer needs with product/engineering priorities
Who You Are
Required Experience
- 5+ years in customer support leadership roles, with at least 2 years managing teams supporting mission-critical or infrastructure software
- Proven track record building support operations from early stage to mature, scalable systems
- Experience with 24/7 support models, including on-call programs and incident management frameworks
- Strong technical aptitude with ability to understand complex technical products and translate between technical and non-technical audiences
Ideal Background
- Familiarity with utility operations, SCADA systems, grid management, or energy technology
- Understanding of high-availability systems, uptime requirements, and disaster recovery
- Familiarity with security incident management
- Experience with support tools and platforms (Jira Service Management, PagerDuty, etc.)
Key Competencies
- Builder mentality: You thrive in ambiguous environments and enjoy creating structure where none exists
- Customer empathy: You understand that for utility customers, our software impacts millions of end users and critical infrastructure
- Operational rigor: You're obsessive about processes, documentation, and continuous improvement
- Technical credibility: You can hold your own in conversations with both customers and engineering teams
- Leadership: You know how to hire, develop, and retain talented people in demanding support environments
What Success Looks Like
In 3 months, you will have:
- Defined core support processes, SLAs, and escalation procedures
- Implemented primary support tooling and knowledge management systems
- Defined key metrics and begun tracking performance
In 6 months, you will have:
- Built a fully operational 24/7 support system with proven reliability
- Created comprehensive documentation and training materials
- Established strong partnerships with engineering and product teams
In 12 months, you will have:
- Positioned our 24/7 support system to scale with growing customer demand without sacrificing quality
- Built a reputation with customers as a trusted partner in their operations
Why Join Us
- Impact: Your work directly supports critical infrastructure that powers communities
- Ownership: This is your operation to build—you'll have autonomy and leadership support
- Growth: Join at a stage where your contributions shape the company's trajectory
- Mission: Help accelerate the energy transition by ensuring utilities can rely on modern technology
Our Commitment
We're committed to building diverse, inclusive teams and providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.