Director, Customer Support

The role

The Director of Customer Support will build and scale a global support organization to drive Crusoe Cloud adoption. This leader will manage teams troubleshooting technical issues and partner with engineering, SRE, product, and operations teams.

What you will do

• 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 address customer impacting issues.
• Drive initiatives to reduce escalations, incidents, and outages using 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.

Required qualifications

• 8–10+ years in customer support/operations leadership, ideally in cloud, infrastructure, or AI driven environments.
• Proven ability to build and lead high-performing customer support teams.
• Experience building support procedures, global processes, and structured escalation paths.
• Ability to develop and implement customer tier support structures.
• Technical expertise in one orchestration/scheduling technology, Linux, virtualization, and storage skills.
• Familiarity with AI/ML workloads, distributed training frameworks, and inference systems.
• Ability to speak at a technical level and think strategically about account growth.
• Comfortable working with Engineering, Sales, Customer Success, and Product teams.
• Comfortable stepping into high-pressure customer situations and stabilizing escalations.
• Ability to collaborate effectively with engineering and product teams.
• Strong ability to drive initiatives to reduce incidents and improve customer experience.
• Proven experience in building and scaling customer support organizations.

Nice to have

• Experience supporting or working with AI/ML infrastructure is a strong plus

Benefits

• Pension contributions
• Private health and dental insurance
• Income protection
• Life assurance

About the company

Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack to power AI workloads. The company uses an energy-first approach to solve power bottlenecks for AI compute.