Head of Support

What You’ll Do

• Lead a high-performing support team across Tier 1–3, with a focus on speed, efficiency, and exceptional quality.
• Own outsourcing partnerships, ensuring consistent, cost-effective, high-quality service — especially for Tier 1/2.
• Scale “support as a product” for our B2B customers — handling end-user support on their behalf and turning this into a core offering.
• Automate everything that can be — from root cause detection to resolution — by working closely with our AI and product teams.
• Manage incidents and escalations with clear customer communication, structured post-mortems, and strong cross-functional coordination.
• Build with the long term in mind — setting up the right processes, tools, and KPIs to help us scale across markets and customer segments.

What We’re Looking For

• Support leadership: You’ve built and scaled support teams that thrive on efficiency, speed, and customer love.
• Product mindset: You see recurring support issues as product bugs, not team problems — and you work with engineering to eliminate them at the root.
• AI native: You're excited by what LLMs and agentic workflows can do, and have experience bringing these into production.
• Customer-first: You care deeply about delivering great experiences — whether that’s to a mobile subscriber or an enterprise CTO.
• Operational rigour: You know how to run complex ops (internally or via BPOs), and drive cost down without compromising quality.
• Tech fluency: You’re comfortable with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc).
• Data-driven: You use metrics to guide decisions and improve continuously.
• Great collaborator: You work well across teams and time zones, and know how to build trust even in tough conversations.
• Resilient and resourceful: You thrive in ambiguity and roll with the punches — startup life doesn’t faze you.

Salary Range: $230,000 - $280,000 USD