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OpenRouter

Director, Customer Support

Who can apply: Only open to applicants in: California, New York.
Location as listed by the employer: “San Francisco Bay Area, California; New York, NY”
Apply on OpenRouter's site ↗

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About this role

OpenRouter is hiring for a Director, Customer Support role (full-time). See the official posting for full details.

Requirements

  • AI-Native Leadership: You have managed and scaled Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform serving developers.
  • Proven Support Experience: 8+ years in technical support or support engineering, including 4+ years leading teams through significant growth.
  • Builder DNA: You don't just manage people and processes. You've personally built, implemented, or operated AI agents, automations, and technical systems that fundamentally improve how support works.
  • Developer-First Mindset: You understand APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and the challenges developers face running AI applications in production.
  • Track Record of Scale: You've demonstrated the ability to support significant growth in customers, usage, or ticket volume without proportional increases in headcount.
  • Technical Fluency: You're comfortable working with Engineering, investigating complex technical issues, using APIs, and getting hands-on with Python, TypeScript, or similar tools.
  • Operational Rigor: You've owned support SLAs, incident management, escalations, and customer experience metrics in a high-growth environment, along with experience building global, 24/7 technical support coverage.
  • High Ownership: You move quickly, thrive in ambiguity, and measure success through customer outcomes and the leverage your organization creates.

Summarized from the employer's posting — check the full posting for every requirement.