Director, Customer Support

As the Director of Customer Support, you will be instrumental in expanding Crusoe's growing Customer Support organization and driving the adoption of Crusoe Cloud. This leadership role demands a strategic thinker who can develop and execute comprehensive account playbooks, ensuring quarter-over-quarter growth. This role requires a leader who is technical, comfortable getting hands on with issues, and confident joining customer calls when needed.

You will build and manage a high-performing support team, fostering a culture of technical excellence and customer advocacy. You will partner closely with engineering, SRE, product, and operations teams to improve reliability, enhance support workflows, and deliver validated, production ready infrastructure to customers.. We’re looking for someone who has built support organizations at scale, implemented support procedures, and knows how to operate in a fast paced, high growth environment.

What You’ll Be Working On:

• Build, lead, and scale Crusoe’s global Customer Support organization.
• Develop and implement comprehensive account playbooks to drive Crusoe Cloud adoption and growth.
• Manage and mentor teams troubleshooting issues across networking, Infiniband, distributed training, containerization, and large scale AI/ML workloads.
• Work closely with engineering, SRE, and product to improve reliability and proactively address customer impacting issues.
• Drive initiatives to reduce escalations, incidents, and outages, leveraging key KPIs and observability data.
• Build and evolve a tiered support structure to support enterprise and AI-native customers at scale.
• Translate support insights into clear recommendations for executive leadership.

What You’ll Bring to the Team:

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