Aimed at mid-level IT leaders with AI implementation experience who can transform customer support through strategic AI adoption and workflow automation.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from MongoDB
The Head of Customer Support Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization.
This leader will design and execute a technology strategy where AI is not an add-on, but the foundation of how support operates — from customer self-service and intelligent routing to real-time agent augmentation and predictive service operations.
The role sits in the IT organization, and will define how emerging AI capabilities fundamentally reshape customer experience, agent productivity, and cost structure.
We are looking to speak to candidates who are based in San Francisco, CA or Palo Alto, CA for our hybrid working model.
Work location - US (Palo Alto / San Francisco)
Key Responsibilities
Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs.
AI-First Strategy & Transformation
Define and own a multi-year AI roadmap for post sales. The capabilities should ideally include
Suggested responses
Knowledge article generation
Case summarization
Sentiment detection
Next-best-action recommendations
Reimagine support workflows assuming AI agents and copilots are default participants
Lead transition from reactive case management to predictive, proactive service
Establish governance for responsible and secure AI deployment
Autonomous & Conversational AI
Architect scalable conversational AI platforms for chat, voice, and digital channels
Lead implementation of AI solutions using modern AI native platforms
Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
Continuously tune models based on real customer interaction data
Intelligent Case Lifecycle & Automation
Implement predictive case routing based on complexity and skill
Automate repetitive workflows and approvals
Use machine learning to detect systemic product issues and trigger escalation automatically
Drive closed-loop feedback into Product and Engineering
Data, Insights & Predictive Analytics
Establish unified support data architecture
Build real-time dashboards with actionable insights
Develop predictive models for:
Volume forecasting
Churn risk
SLA breach risk
Escalation likelihood
Transform support data into a strategic asset
Platform & Architecture Ownership
Own the support technology stack end-to-end
Ensure integration with Sales, Customer Success, Billing, and Product systems
Standardize APIs and data models to support AI training and analytics
Ensure high availability, security, and compliance
Change Leadership
Lead cultural transition to AI-augmented support
Upskill agents and managers in AI collaboration
Build trust through transparent AI governance and explainability
Partner with HR and Enablement to redefine roles and career paths in an AI-native organization
Qualifications
Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
Product Management experience - Experience working in IT as a product manager including but not limited to user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery against the roadmap and measurement of product adoption and definition and tracking of other success metrics
Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
Communication: Excellent stakeholder management, communication, and change leadership skills
Education: Bachelor’s degree required (comp science preferred); Master’s or MBA preferred
About MongoDB
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.
With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.
Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.
To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
MongoDB’s base salary range for this role in the U.S. is:$168,000—$330,000 USD
Source: MongoDB careers