Head of Technical Support – AI & Operations

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

📋 Description

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

• Oversee the entire customer support function, which includes: Team management, hiring and performance management, operational workflows, team culture, and accountability.

• Drive initiatives for organizational and operational change management.

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

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

• Optimize and broaden Intercom AI capabilities and automation workflows.

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

• Automate repetitive workflows from triage to resolution.

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

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

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

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

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

⛳️ Requirements

• Over 10 years of experience in customer support operations.

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

• Previous experience in managing managers and large support teams.

• Prior experience with complex, mission-critical software products.

• Practical experience with Intercom and support automation tools.

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

• Strong knowledge of operational KPIs and support performance frameworks.

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

• Exceptional analytical, communication, and leadership abilities.

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

🏝️ Benefits

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

• Strategic influence on customer experience and operational excellence.

• Opportunity to rebuild and scale a vital support organization.

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

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