Head of Technical Support – AI & Operations

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

📋 Description

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

• Oversee the entire customer support operation, including team leadership, recruitment, and performance evaluation.

• Spearhead initiatives for organizational and operational change management.

• Enhance support processes, tools, escalation procedures, and customer workflows.

• Guide the adoption of AI and automation initiatives throughout the support organization.

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

• Develop reporting frameworks that provide actionable insights for Product, Engineering, and Leadership teams.

• Act as a liaison between Support, Product, and Engineering teams.

• Engage in technical discussions alongside Product Managers and Engineers.

⛳️ Requirements

• 10+ years of experience in customer support operations.

• Extensive experience in senior leadership roles managing support organizations comprehensively.

• Previous experience in 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 understanding of operational KPIs and frameworks for support performance.

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

• Exceptional analytical, communication, and leadership capabilities.

• Strong technical proficiency, enabling effective collaboration with Product and Engineering teams.

🏝️ Benefits

• Opportunity to rebuild 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 modern AI and automation strategies at scale.

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