Head of Technical Support – AI & Operations

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

📋 Description

• Lead, mentor, and cultivate the skills of support managers and support specialists.

• Take ownership of the entire customer support function, encompassing team management, recruitment, and performance oversight.

• Propel organizational and operational change management initiatives, enhancing support processes, tools, escalation paths, and customer workflows.

• Spearhead AI integration and automation efforts throughout the support organization.

• Optimize and broaden Intercom AI functionalities and automation workflows.

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

• Create reporting frameworks that yield actionable insights for Product, Engineering, and Leadership teams.

• Act as the liaison between Support, Product, and Engineering teams, articulating customer technical issues with clarity and precision.

⛳️ Requirements

• Over 10 years of experience in customer support operations.

• Extensive experience in senior leadership positions overseeing support organizations from start to finish.

• Prior experience managing managers and large support teams.

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

• Practical experience with Intercom and support automation tools.

• Proven track record of implementing AI and automation in support settings.

• Strong grasp of operational KPIs and support performance frameworks.

• Demonstrated success in enhancing support efficiency, scalability, and customer experience.

• Exceptional analytical, communication, and leadership abilities.

• High level of technical fluency with the capability to collaborate effectively with Product and Engineering teams.

🏝️ Benefits

• Opportunity to reinvent and scale a vital support organization.

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

• Strategic influence on customer experience and operational excellence.

• Ability to implement advanced AI and automation strategies on a large scale.

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