Gigs
Head of Support
New York · Exec
Sponsorship not specifiedDetected 29 days ago
LLMsCustomer SupportZendeskIntercomLeadershipCommunication
About the role
- You'll work cross-functionally with Product, Engineering, and Network teams to make sure customer issues go down as Gigs grows - not up.
- You'll play a key role in shaping and rolling out this vision.
Responsibilities
- 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.
- 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.
- Support leadership: You've built and scaled support teams that thrive on efficiency, speed, and customer love.
- Tech fluency: You're comfortable with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc).
Requirements
- AI native: You're excited by what LLMs and agentic workflows can do, and have experience bringing these into production.
Company info
- Scale "support as a product" for our B2B customers - handling end-user support on their behalf and turning this into a core offering.
- What We're Looking For
This listing is sourced directly from Gigs's careers page and normalized into a canonical job model.