Head of Technical Support (AI & Operations) – Remote

About the role

We are looking for a transformational Head of Technical Support (AI & Operations) to lead a remote, high‑performing support organization. The role focuses on scaling support for mission‑critical software, driving AI‑powered automation, and partnering closely with Product and Engineering.

Key responsibilities

• Lead, mentor and develop a team of 11 professionals, including support managers and specialists.
• Own end‑to‑end support operations, hiring, performance management, workflows and culture.
• Design and implement AI and automation strategies, expanding Intercom AI capabilities and ticket‑deflection mechanisms.
• Define and track operational KPIs such as CSAT, resolution time, SLA performance and deflection rates.
• Collaborate with Product and Engineering to prioritize technical issues and translate support data into product improvements.

Required profile

• 10+ years of experience in customer support operations, with senior leadership responsibility for entire support functions.
• Proven track record of managing large support teams and implementing AI‑driven automation.
• Experience with complex, mission‑critical software products and support automation tools.

Required skills

• Intercom platform
• Support automation tools
• AI adoption and automation implementation