Head of Technical Support (AI & Operations)

We are seeking a transformational and highly technical Head of Technical Support (AI & Operations) to lead and scale a complex customer support organization supporting mission-critical software products.

🎯 Role Objective
Lead operational excellence, AI adoption, automation initiatives, and large-scale support transformation strategies while collaborating closely with Product and Engineering teams.

🚀 Responsibilities
• Lead, mentor, and develop support managers and specialists
• Own support operations, workflows, hiring, and performance management
• Drive AI and automation initiatives across support operations
• Optimize Intercom AI capabilities and automation workflows
• Build scalable ticket deflection and self-service strategies
• Define KPIs, SLAs, escalation frameworks, and reporting standards
• Improve support efficiency, scalability, and customer experience
• Generate operational insights for Product, Engineering, and Leadership teams
• Collaborate cross-functionally with Product and Engineering teams
• Lead organizational change and support transformation initiatives

👤 Requirements
• 10+ years of experience in customer support operations
• Significant senior leadership experience managing support organizations end-to-end
• Previous experience managing managers and technical support teams
• Experience supporting complex, mission-critical software products
• Hands-on experience with Intercom and support automation tools
• Proven AI and workflow automation implementation experience
• Strong operational and analytical mindset
• Excellent communication and leadership skills
• Technical fluency and collaboration capabilities
• Experience in SaaS or high-growth technology companies is a plus

💼 Conditions
• Location: Colombia (priority), Ecuador, Peru, Mexico & Brazil
• Work mode: 100% Remote
• Contract: Full-Time Contractor
• Salary: USD 4,000 – 5,000