[HCM] Head of Support & Delivery

WHAT YOU'LL OWN

Delivery pod & customer implementation

• Hire and grow a delivery team in Vietnam from scratch - design how work flows in, gets staffed, and ships at quality
• Own handoff protocols with US-based FDEs and presales; co-deliver agent configuration, integrations, and enterprise go-lives
• Build AI-assisted playbooks that scale without sacrificing consistency
• Partner with presales late in deals to scope complexity and set accurate customer expectations
• Track time-to-value and implementation CSAT with a bias toward shortening every cycle
• Default to agents and automation over manual process wherever possible

Customer support

• Define SLAs, tier structure, escalation paths, and tooling for enterprise customers
• Deploy AI-powered support tooling (automated triage, agent-assisted resolution, intelligent, knowledge base) to improve response times and reduce manual load
• Own CSAT, NPS, and time-to-resolution metrics; run structured retrospectives to drive continuous improvement
• Build self-serve resources - docs, runbooks, FAQs - that reduce inbound volume over time

Product collaboration

• Be the primary voice of the customer into Product - synthesize support and delivery patterns into prioritized roadmap input
• Join planning cycles regularly; push back with data when priorities don't reflect production realities
• Surface gaps between what presales promises and what the platform delivers today
• Co-own launch readiness - ensure the team is trained and ready before enterprise customers see changes
• Contribute a point of view on where AI can improve the product itself, not just the ops around it

WHO YOU ARE

• 8+ years in post-sale, delivery, or support roles for enterprise technical products
• 3+ years building and leading teams in Vietnam
• You've built from scratch: playbooks, team structure, tooling - not just managed what was already there
• Genuinely AI-native: you use agents daily, automate before you hire, and can lead a team that operates the same way
• Fluent working with US counterparts across time zones; async-first mindset
• Comfortable in product planning rooms - you push back with data, not just instinct
• Excellent English and Vietnamese
• Startup required - you build before you optimize

Apply via email: send your CV to contact@kwise.io