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Leads the strategy, operations, and scaling of Calendly’s customer support function. Oversees multi-channel support delivery, develops high-performing teams, establishes performance metrics, manages budgets and vendors, and handles escalations. Partners with Customer Success, Product, Engineering, and Sales to improve customer experience, workflows, automation, self-service, and product feedback processes.

Build and scale Calendly’s AI Notetaker and meeting recap platform. Responsibilities include developing features, designing service-oriented architecture, contributing to scaling initiatives, collaborating with Product and Design, reviewing code, improving engineering practices, participating in agile ceremonies, mentoring teammates, and supporting on-call operations.

Own the strategy, roadmap, and outcomes for Calendly’s intelligent customer experience, including AI support quality, automated issue resolution, human escalations, measurement, and observability. Partner across Product, Engineering, AI/Data, Growth, Monetization, Trust & Safety, Support, and Content Operations to improve resolution rates, customer satisfaction, and supportability. Establish company-wide standards, use customer and support data to prioritize investments, and translate recurring issues into product and engineering improvements.

As a Full Stack Engineer III at Calendly, you'll develop features, scale the platform, and mentor team members while using various technologies.

Design, build, and extend Calendly's infrastructure platform; develop cloud-native tools and APIs (primarily in Go) using Kubernetes patterns; guide application development, mentor teams, ensure reliability and observability, and participate in on-call rotation.