- Design and implement the technical support function including service models, escalation paths, SLAs, and operating principles.
- Select, implement, and lead the rollout of a ticketing platform such as Zendesk, Freshdesk, or Intercom.
- Launch or revamp a customer-facing help center with self-service content and AI-powered chatbots.
- Define and manage support tiers and handoff criteria to ensure clear ownership of issues.
- Monitor and report on core KPIs like CSAT, response time, and ticket backlog to leadership.
- Triage and resolve complex technical issues involving APIs, data flows, and product integrations.
- Collaborate with Product and Engineering teams to document bugs, prioritize fixes, and share customer insights.
RESTful APIsZendesk