This role owns the strategy, systems, structure, and future state of Customer Support, ensuring operational stability, scalability, and a best-in-class customer experience across all channels (email, chat, phone, social, and marketplaces). Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths.