Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and co-founder, Tim Shi, an early member of Open AI.
We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.About the Role
As the Head of Support at Cresta, you are a people-first, strategy-driven leader responsible for building and scaling a global 24x7 support function. You oversee operations for high-impact and ensure seamless customer experiences, and empower your team with the tools, training, and processes they need to thrive. You balance technical insight, analytical thinking, and cross-functional influence to drive customer satisfaction, operational efficiency, and business alignment.
Proven experience leading and scaling 24x7 global support teams in a fast-paced, SaaS or AI-driven environment.
Strong operational leader with a track record of building SLAs, workflows, and playbooks aligned to business goals.
Self-starter with grit and an entrepreneurial mindset; thrives in ambiguity and drives continuous improvement.
Deep understanding of support analytics (CSAT, FRT, TTR, escalation rate) and the ability to translate data into action.
Passion for automation and efficiency; experience implementing automated support workflows and tooling.
Strong incident and escalation management skills, including live coordination, communication, and RCA delivery.
Skilled at hiring, developing, and coaching high-performing support and technical teams.
Cross-functional collaborator who builds strong partnerships across Product, Engineering, and Customer Success.
Customer-first mindset with a passion for advocacy, feedback loops, and driving long-term product improvements.
Excellent communicator with the ability to distill complex support insights into executive-level recommendations.
Perks & Benefits:
Compensation at Cresta
Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.
The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.
Salary Range: $150,000–$200,000 + Offers Equity
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai