Lead and develop the customer support team, oversee case intake through resolution, manage escalations, monitor support KPIs and CSAT, improve processes, and drive self-service and case deflection. Collaborate with Product, Engineering, Implementation, and leadership to address recurring issues, communicate customer insights, improve documentation, and enhance support efficiency and customer experience.

Own the vision, strategy, roadmap, and execution of parcel management SaaS products serving local governments. Partner with engineering, customers, sales, marketing, and customer success to improve parcel data, property assessment and taxation workflows, GIS integrations, and public information access. Manage backlogs, prioritize features using analytics and customer insights, support Agile delivery, and represent the product at industry events.