Head of Technical Support – AI & Operations

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Lead, mentor, and develop support managers and specialists.

• Take ownership of the entire customer support function, which includes team management, hiring, performance management, operational workflows, team culture, and accountability.

• Drive initiatives for organizational and operational change management.

• Enhance support processes, tooling, escalation paths, and customer workflows.

• Spearhead the adoption of AI and automation initiatives within the support organization.

• Optimize and expand the capabilities of Intercom AI and automation workflows.

• Develop scalable strategies for ticket deflection and self-service.

• Create frameworks for escalation and severity within automated support environments.

• Define operational KPIs and service standards for the support organization.

• Manage support performance metrics, including CSAT, resolution times, deflection rates, SLA performance, and ticket volume trends.

• Convert support data into initiatives for operational and product improvements.

⛳️ Requirements

• Over 10 years of experience in customer support operations.

• Extensive experience in senior leadership roles with full ownership of support organizations.

• Previous experience managing managers and large support teams.

• Experience working with complex, mission-critical software products.

• Practical experience with Intercom and support automation tools.

• Demonstrated success in implementing AI and automation within support environments.

• Strong grasp of operational KPIs and support performance frameworks.

• Proven track record of enhancing support efficiency, scalability, and customer experience.

• Excellent analytical, communication, and leadership abilities.

• Strong technical fluency with the capability to collaborate effectively with Product and Engineering teams.

🏝️ Benefits

• Opportunity to rebuild and scale a crucial support organization.

• High visibility and direct collaboration with Product and Engineering leadership.

• Strategic influence on customer experience and operational excellence.

• Ability to implement modern AI and automation strategies at scale.

• Work in a dynamic environment where support is prioritized as a strategic function rather than a cost center.