🛠 Tech Stack

💼 About This Role

You'll lead and scale a global enterprise technical support function for an AI platform company. Your core impact will be building high-performing teams, establishing enterprise SLAs, and driving AI adoption in support to handle ~80% of tickets autonomously. This role stands out for pioneering AI-enabled support at scale while using tools like Claude Code to improve the product.

🎯 What You'll Do

• Coach and develop a support organization with clear standards
• Establish enterprise SLA processes and escalation frameworks
• Scale global hiring and onboarding for 24/5 support coverage
• Partner with engineering to accelerate customer issue resolution

📋 Requirements

• Enterprise support leadership experience with team performance accountability
• People management with hiring and developing support professionals
• Operational support knowledge including 24/5 or 24/7 coverage models
• Analytical and systems thinking using support data and dashboards

✨ Nice to Have

• Exposure to AI tools and automation in support
• Experience with fast-growing SaaS companies
• Builder mentality with low-ego approach

🎁 Benefits & Perks

• 📈 ESOP – Employee Stock Ownership Plan
• 🤖 AI Productivity Benefit – Up to $1200 USD/year for AI tools and courses
• 👶 Parental Leave – 12 weeks paid for all new parents, plus 6 weeks for birthing parent
• 🍿 Food & Drinks – Free breakfasts, snacks, team lunches, Uber Eats dinners
• 🪩 Quarterly Team Events – Team bonding experiences

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Leadership Interview· 60 min