# Head of Support

**Company:** [Gigs](https://hotfix.jobs/companies/gigs)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $230k – $280k/yr
**Skills:** Zendesk, Intercom, APIs, LLMs, AI Automation, Agentic Workflows, Telecom, Support Tooling, Metrics, Post-Mortems
**Posted:** 2026-02-13

> Leads high-performing customer support team across tiers, scales AI-powered "support as product" for B2B, manages outsourcing and incidents. Requires support leadership, product mindset, AI experience, operational rigor, and tech fluency with tools like Zendesk.

## Job Description

## 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

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