Customer Support Operations Strategist

Responsibilities

• Reporting & Dashboard Strategy
• Design, build, and maintain operational dashboards and reporting frameworks for AI Cloud Support and Infrastructure Operations.
• Develop executive, operational, and customer-facing reporting that communicates:
• Service performance
• SLA/SLO adherence
• Reliability trends
• Operational health
• Customer experience metrics
• Create scalable visualizations and dashboards using Jira, Power BI, Tableau, Looker, and internal analytics platforms.
• Standardize KPI definitions, reporting structures, and measurement methodologies across teams and customers.
• KPI & Operational Metrics Management
• Define, track, and continuously evolve operational KPIs, including:
• SLA / SLO compliance
• MTTR (Mean Time to Repair)
• Incident trends and severity analysis
• Problem management effectiveness
• Change success and failure rates
• Capacity utilization and forecasting
• Support efficiency and productivity metrics
• Customer satisfaction and experience indicators
• Additional responsibilities include:
• Ensuring data integrity, consistency, and governance across reporting systems
• Establishing metric ownership, refresh cadences, and reporting standards
• Partnering with leadership to mature operational measurement frameworks as the organization scales
• Data Analysis & Operational Insights
• Analyze operational and infrastructure data to identify trends, risks, inefficiencies, and opportunities for optimization.
• Deliver actionable recommendations that improve reliability, scalability, support efficiency, and customer outcomes.
• Conduct deep-dive analyses into recurring incidents, performance degradation, and operational bottlenecks.
• Support Problem Management and RCA initiatives with data-driven insights and trend analysis.
• Provide predictive guidance for support capacity planning and operational scaling.
• Tooling, Automation & Data Integration
• Leverage Jira reporting capabilities, including JQL, dashboards, filters, and automation workflows.
• Develop automated pipelines and workflows to extract, transform, and visualize data across multiple systems.
• Integrate ope

Benefits

Additional Information

. About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future. Customer Support Operations Strategist Role Overview The Customer Support Operations Strategist will lead the development and management of Nscale's operational analytics and reporting function, delivering the visibility, insights, and predictive intelligence required to scale a high-performance AI Infrastructure organization. This role partners closely with Support Leadership, Engineering, Datacenter Operations, and Customer Success teams to define and operationalize KPIs, dashboards, and reporting frameworks that measure service performance, infrastructure reliability, customer experience, and operational efficiency. The successful candidate will transform operational data from platforms such as Jira, ServiceNow, monitoring systems, and internal tooling into actionable insights that improve decision-making, optimize support investments, and strengthen customer outcomes. As Nscale's AI Infrastructure organization scales, there is a growing need for a centralized operations analytics capability that can consistently deliver reporting and insights across three critical stakeholder groups: Operational metrics for internal support management Executive reporting for Nscale leadership Customer-facing reporting on service and support performance Today, many operational questions around capacity planning, SLA adherence, reliability trends, and support effectiveness are addressed reactively through fragmented or ad hoc analysis. This creates gaps in visibility, inconsistent decision-making, and limited ability to proactively manage infrastructure performance at scale. The Customer Support Operations Strategist will establish a structured, scalable reporting and analytics function that enables proactive operational management, faster identification of risks and inefficiencies, and data-driven decision-making across cost, performance, reliability, and customer experience. This is a highly impactful role at the intersection of AI infrastructure, operations strategy, analytics, and customer success.

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