Glidance, Inc. Head of Customer Support Remote · Full time Company website

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Glidance is an autonomous technology company building the future of robotics and intelligent wayfinding to serve real human needs. Our flagship product, Glide, is the world's first Intelligent Guide for individuals who are blind or have low vision — a new category of personal robot that enables millions of people to get out of their homes and navigate more confidently, safely, and independently. If you're looking for a place where groundbreaking technology meets real-world impact, and where your work defines a category rather than iterates upon it, then Glidance is where you belong. This is not just your next job: it is your chance to make a life-changing impact on millions around the world.

The Role:

As Head of Customer Support, you own the relationship between Glidance and the people who depend on Glide to move through the world. For our users, Glide isn't a product they use occasionally — it's how they cross a street, navigate an airport, get to work. That makes customer success one of the most consequential functions in the company: you are the team that earns and keeps the trust required for someone to rely on our technology for their daily mobility and independence. 

Your mandate is to define what world-class support looks like for an entirely new category of personal robotics — and to build the function that delivers it at scale. You'll shape how Glidance shows up for every user from the moment they unbox Glide through years of daily use, turning customers into confident, independent users and lifelong advocates. The systems, team, and standards you build will become a core part of the product experience itself, and the insights you surface from real users will directly shape product development and ongoing improvements to Glide's features and functionality.  

Location:

We are open to remote, but with a preference for someone in the Seattle, WA area.  

What You'll Do 

• Define and develop Glidance's customer support function from scratch — systems, processes, knowledge base, and automations — with the ramp-up time to learn, test, and refine them before full product rollout 
• Build, hire, mentor, and lead a customer support team that scales with our user base 
• Design support experiences built around the needs of blind and low vision users, where accessibility is the default 
• Own the support pipeline end to end — setting KPIs, optimizing processes, and reporting on the performance that proves we're serving users well 
• Establish escalation paths and tight feedback loops with product, engineering, and hardware teams 
• Turn what you learn from real users into product and experience improvements that shape where Glide goes next 
• Create the playbooks, training, and documentation that let support scale without losing quality or the human touch.  

What We're Looking For 

Required 

• Self-starter mentality with experience building or leading a customer support or customer success function, ideally from an early stage 
• Track record setting up and scaling technical support platform and systems that build high consumer confidence and trust, balancing automations and AI integration with real human interaction 
• Proficiency in support tools and platforms (e.g., ticketing systems, CRM, knowledge bases) and familiarity with accessibility best practices for blind and low vision users. 
• Experience with Technical Support for hardware or software products, including troubleshooting, incident management, and collaboration with engineering or product teams. 
• Comfort defining and reporting on support KPIs and continuously optimizing processes 
• Excellent communication skills and a genuinely customer-first mindset 
• Strong people leadership: hiring, mentoring, and managing support teams 

 

 

Ideal Candidate 

You are energized by building something from scratch and by getting it right rather than just getting it done. You care deeply about the people you serve, and you're motivated by work that meaningfully improves their lives. Experience supporting hardware or consumer robotics products, and familiarity with accessibility or serving people with disabilities, is a strong plus. 

 

Why This Role Matters 

For our users, Glide is not a gadget — it's a path to greater independence. As Head of Customer Support, you will define how Glidance shows up for our customers from day one, and build the function that keeps millions of future users confident, safe, and supported. 

 

Join Us 

If you want to build a customer support organization that changes lives — and define what world-class support looks like for a brand-new category of personal robotics — we'd love to talk.