🛠 Tech Stack

💼 About This Role

You'll lead and transform a mission-critical technical support organization, driving AI-enabled operations and scaling team performance. You'll combine executive strategy with hands-on execution, directly improving customer experience and product quality through cross-functional collaboration.

🎯 What You'll Do

• Lead, coach, and develop support managers and specialists
• Own end-to-end support operations, including workflows and escalation paths
• Define and implement AI and automation strategies for self-service and ticket deflection
• Optimize support tools (Intercom) to streamline operations and reduce manual workload
• Establish and track KPIs such as CSAT, SLA compliance, and resolution time

📋 Requirements

• 10+ years in customer support operations with senior leadership roles
• Proven experience managing managers and leading distributed support teams
• Background in complex, mission-critical or enterprise-grade software environments
• Strong hands-on experience with Intercom or similar support platforms

✨ Nice to Have

• Experience in SaaS or high-growth technology environments
• Familiarity with escalation management and incident severity frameworks

🎁 Benefits & Perks

• 💰 Competitive compensation
• 🏠 Remote-first work environment
• 🚀 High-visibility leadership role
• 🤝 Direct collaboration with Product and Engineering
• 🧠 Shape AI-driven support transformation

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Final Interview· 60 min