Head of Support

Head Of Support

Lambda, the superintelligence cloud, builds gigawatt-scale AI factories for training and inference. Lambda's mission is to make compute as ubiquitous as electricity and give every person access to artificial intelligence. One person, one GPU.

If you'd like to build the world's best deep learning cloud, join us.

Lambda is seeking a strategic and execution-focused Head of Support to lead our global customer support organization. This role is responsible for delivering a world-class support experience across both core support and Superintelligent (SI) support while building the systems, processes, and teams needed to scale with Lambda's growth in hyperscale AI infrastructure.

The Head of Support is responsible for scaling Core and SuperIntelligence Support and ensuring Lambda's customer support organization grows to meet the needs of the world's largest AI workloads. This role's primary focus is scaling SuperIntelligence Support, alongside ensuring contract feasibility, effective incident management, and strong operational performance in a dynamic, fast-paced environment.

What You'll Do

• Lead and scale a multi-tier global support organization, spanning Core and SuperIntelligence Support teams.
• Drive the scaling of SuperIntelligence Support, ensuring processes, tools, and staffing are ready to meet hyperscale customer demands.
• Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported.
• Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution.
• Establish and track key metrics (SLA adherence, MTTR, CSAT, NPS, etc.), and present findings to executives and customers.
• Prepare and deliver Monthly Operations Review (MOR) materials, ensuring leadership has visibility into performance, reliability, and problems.
• Build and maintain documentation, playbooks, and reporting frameworks that create consistency, transparency, and scalability.
• Partner with Sales, Engineering, Data Center Operations, and Product to ensure support delivery is aligned with both business strategy and customer success.
• Develop and implement a support enablement strategy, expanding scope, offloading work from engineering, and improving first-contact resolution.
• Mentor and grow support leaders and ICs, defining career paths and creating succession plans.
• Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence.

You

Nice to have

Salary Range Information

The annual salary range for this position has been set based on market data and other factors. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

About Lambda

A Final Note :

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Equal Opportunity Employer

Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.