At a Glance
- Tasks: Lead a global support team and enhance customer support processes for AI products.
- Company: C3 AI, a leading Enterprise AI application software company.
- Benefits: Competitive salary, equity plan, and excellent benefits.
- Other info: Dynamic environment with opportunities for growth and innovation.
- Why this job: Shape world-class support and make a real impact in the AI industry.
- Qualifications: 6+ years in customer support leadership, preferably in SaaS or PaaS.
The predicted salary is between 50000 - 60000 £ per year.
C3 AI is the Enterprise AI application software company.
C3 AI is seeking a Director of Customer Support Engineering to lead our growing global support team in Redwood City, California.
In this role, you'll shape how C3 AI delivers world‑class support for enterprise AI products, working alongside a team of product experts who set the standard for customer success.
Responsibilities
- Lead the growing global C3 AI Customer Support team.
- Refine customer support process requirements and best practices for supporting new C3 AI products.
- Measure success criteria and implement changes needed if expected targets are not met.
- Deliver regular product upgrades, monitoring and diagnostics, bug fixes and minor customer‑specific product enhancements.
- Manage a daily cross‑organizational leadership meeting devoted to driving resolution of any urgent issues that hinder customer success.
- Contribute to the evolution of the C3 AI Services organization with industry best practices and tools to support improving the customer support experience.
- Collaborate with Products, Engineering, and Services leaders to refine customer support processes based on key metrics.
- Recruit and retain exceptional talent to ensure the team achieves expected growth and customer satisfaction objectives.
Qualifications
- Bachelor's degree required from a 4‑year university, with a focus on science, technology, engineering, math, or equivalent.
- Graduate degree preferred.
- At least 6 years of leadership in customer support at a company focused on enterprise applications, Software as a Service (Saa S), or Platform as a Service (Paa S).
- Demonstrated success defining and implementing customer support best practices for enterprise, Saa S, or Paa S products.
- Experience writing logical, detailed, and complete product support requirements.
- Able to develop and effectively communicate a support strategy and roadmap.
- Self‑starter with entrepreneurial drive and a demonstrated ability to achieve stretch goals in a fast‑paced, dynamic environment.
- Strong business acumen and quantitative and analytical problem‑solving skills.
- Outstanding team player with the ability to coordinate people and activities across multiple functional areas.
Candidates must be authorized to work in the United States without the need for current or future company sponsorship.
C3 AI provides excellent benefits, a competitive compensation package and generous equity plan.
California Base Pay Range $180,000 — $230,000 USD
C3 AI is proud to be an Equal Opportunity and Affidictive Action Employer.
We do not discriminate on the basis of any legally protected characteristics, including disabled and veteran status.
#J-18808-Ljbffr
Director, Customer Support employer: C3.ai, Inc.
C3 AI is an exceptional employer that fosters a dynamic and innovative work culture, perfect for Senior Software Engineers looking to make a significant impact in the field of enterprise AI. With a strong focus on employee growth, C3 AI offers comprehensive benefits, competitive compensation, and a generous equity plan, all while providing opportunities to collaborate with talented teams in a cutting-edge environment located in California. Join us to be part of a forward-thinking company that values diversity and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at C3.ai, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like C3.ai, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to C3.ai, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at C3.ai, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at C3.ai, Inc.!
How to prepare for a job interview at C3.ai, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
