Head of Customer Support Technology
MongoDBNew York, New York, United States • Palo Alto, California, United States
Posted March 12, 2026
168000 - 330000 USD
Full Time
About the Company
MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market.
Job Description
The Head of Customer Support Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization, with a focus on designing and executing a technology strategy where AI is the foundation of how support operates.
Requirements
- 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
- Product Management experience, including 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
- 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
- Excellent stakeholder management, communication, and change leadership skills
Benefits
- 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
- Health benefits offerings
- Equity
- Participation in the employee stock purchase program
