Head of Support

About the Company

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly. Backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator, we are tackling deep technical and regulatory challenges to make connectivity truly seamless.

Responsibilities

• Lead a high-performing support team across Tier 1–3, focusing on speed, efficiency, and quality
• Own outsourcing partnerships and BPO management for cost-effective service
• Scale "support as a product" for B2B customers, turning support into a core offering
• Automate support workflows using AI and product-led initiatives
• Manage incidents and escalations with clear communication and structured post-mortems
• Establish processes, tools, and KPIs to support global scaling

Requirements

• Proven experience in support leadership and scaling teams
• Product-oriented mindset with the ability to work with engineering to eliminate root causes
• Experience implementing AI, LLMs, or agentic workflows in production
• Operational expertise in managing complex operations and BPOs
• Technical fluency with APIs, telecom concepts, and tools like Zendesk or Intercom
• Data-driven approach to decision-making and continuous improvement
• Ability to thrive in a fast-paced, ambiguous startup environment

Benefits

• Competitive compensation and stock options
• Home office and work setup stipends
• Learning and development budget
• Free phone and international data plan