Director, Customer Support
Crusoe is an active AI-infrastructure company operating an AI cloud platform, managed AI services, and AI data-center infrastructure.
Projects
About Crusoe, Inc.
Crusoe designs, builds, and operates energy-first AI infrastructure. Its offerings include Crusoe Cloud for GPU-based training, fine-tuning, inference, and managed services, alongside AI-optimized data centers and energy infrastructure.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build and lead a global customer support organization, create account playbooks and tiered support structures, and handle complex customer escalations. You will partner with engineering, SRE, product, and operations to improve reliability, reduce incidents, and translate support insights into executive recommendations.
Requirements
- 8–10+ years in customer support or operations leadership
- Experience building and leading customer support teams
- Experience building support procedures, global processes, and escalation paths
- Experience developing customer-tier support structures
- Technical expertise in an orchestration or scheduling technology, Linux, virtualization, and storage
- Familiarity with AI and ML workloads, distributed training frameworks, and inference systems
- Experience collaborating with Engineering, Sales, Customer Success, and Product
- Experience building and scaling customer support organizations
- Understanding of enterprise and tiered support models
- Technical proficiency in cloud, Linux, container ecosystems, or distributed systems
- Communication, leadership, and cross-functional influence
Responsibilities
- Build, lead, and scale the global Customer Support organization
- Develop and implement account playbooks
- Manage and mentor teams troubleshooting networking, InfiniBand, distributed training, containerization, and AI and ML workloads
- Partner with engineering, SRE, and product to improve reliability
- Proactively address customer-impacting issues
- Drive initiatives that reduce escalations, incidents, and outages using KPIs and observability data
- Build and evolve a tiered support structure
- Translate support insights into recommendations for executive leadership
Benefits
- Pension contributions
- Private health insurance
- Private dental insurance
- Income protection
- Life assurance