Head of Technical Support
New
BrazilFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceOperations ManagementTechnical supportData analyticsSaaS
Requirements
- 10+ years of experience in customer support operations, including senior leadership roles
- Proven experience managing managers and leading distributed support teams
- Background in complex, mission-critical or enterprise-grade software environments
- Strong hands-on experience with Intercom or similar support and automation platforms
- Demonstrated success implementing AI and automation in support workflows
- Strong understanding of operational KPIs, analytics, and performance management frameworks
- Experience improving efficiency, scalability, and customer satisfaction in support organizations
- Excellent communication, analytical thinking, and leadership skills
- Strong technical fluency with the ability to collaborate effectively with Product and Engineering teams
- Experience in SaaS or high-growth technology environments is highly valued
- Familiarity with escalation management and incident severity frameworks is a plus
Responsibilities
- Lead, coach, and develop support managers and specialists, fostering a high-performance and accountable team culture
- Own end-to-end support operations, including hiring, workforce management, workflows, escalation paths, and service quality
- Drive organizational transformation initiatives to improve scalability, efficiency, and customer satisfaction
- Define and implement AI and automation strategies, including self-service systems and ticket deflection mechanisms
- Optimize support tools and platforms (including Intercom) to streamline operations and reduce manual workload
- Establish and track key operational KPIs such as CSAT, SLA compliance, resolution time, and ticket trends
- Build reporting frameworks that deliver actionable insights for Product, Engineering, and Leadership teams
- Act as the primary liaison between Support, Product, and Engineering to ensure customer issues are properly prioritized and addressed
View Full Description & ApplyYou'll be redirected to the employer's site
