Head of Support

Job Summary

A company is looking for a Head of Support.

Key Responsibilities

• Lead a high-performing support team across Tier 1-3, focusing on speed, efficiency, and quality
• Own outsourcing partnerships to ensure consistent, cost-effective service for Tier 1/2 support
• Scale support as a product for B2B customers and automate support processes in collaboration with AI and product teams

Required Qualifications

• Experience in building and scaling support teams with a focus on efficiency and customer satisfaction
• Ability to approach recurring support issues as product bugs and collaborate with engineering to resolve them
• Familiarity with AI technologies and their application in support environments
• Operational experience in managing complex operations or BPOs while maintaining quality
• Comfort with APIs, telecom concepts, and support tools like Zendesk and Intercom