Head of Technical Support – AI & Operations

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

📋 Description

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

• Oversee the entire customer support function, including team management, operational workflows, and organizational culture.

• Drive initiatives focused on organizational and operational change management.

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

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

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

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

• Automate repetitive workflows from triage to resolution.

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

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

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

⛳️ Requirements

• Over 10 years of experience in customer support operations.

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

• Previous experience in leading managers and large support teams.

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

• Hands-on proficiency with Intercom and support automation tools.

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

• Strong comprehension of operational KPIs and support performance metrics.

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

• Exceptional analytical, communication, and leadership abilities.

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

🏝️ Benefits

• Opportunity to reconstruct and scale a vital support organization.

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

• Strategic influence on enhancing customer experience and operational excellence.

• Capability to implement modern AI and automation strategies on a large scale.

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