Key Responsibilities

Day-to-Day Support & Oversight

• Manage and directly support client chats, ensuring high responsiveness and quality.
• Monitor support queues, step in to resolve escalations, and model best-practice communication.
• Identify recurring issues, knowledge gaps, and client pain points in real time.

Knowledge Base & Documentation

• Own the support knowledge base and FAQ resources; continuously fill gaps and refine articles.
• Ensure documentation is clear, updated, and accessible for both clients and agents.
• Partner with Product and Tech to feed back feature requests and recurring bug reports.

Leadership & Team Development

• Scale and manage a distributed team of Support Agents, VAs, and regional pods.
• Coach team members on empathetic communication, problem solving, and use of AI tools.
• Define KPIs (response times, resolution times, CSAT/NPS, refund prevention) and drive performance.

Technology & AI Integration

• Partner with the CTO to integrate AI chatbots and automation tools that reduce manual load.
• Use analytics to identify themes, track client sentiment, and predict churn/refund risks.
• Drive adoption of AI tools internally to boost agent productivity.

Requirements

Must-Have:

• 9–8+ years in Customer Support/Customer Success, with at least 2–3 years in a leadership role.
• Experience managing live chat teams and personally handling customer escalations.
• Proven ability to build and maintain support documentation/knowledge bases.
• Strong data-driven approach to identifying support themes and preventing churn.
• Excellent written communication, conflict resolution, and customer empathy.
• Global team management experience across multiple time zones.
• SaaS, PaaS, or AI/tech industry experience.
• Hands-on with tools like Intercom, Zendesk, Freshdesk, or custom chat/CRM solutions.

Benefits

What We Offer

• A chance to design and lead a global support function in a hyper-scaling AI company.
• Remote-first flexibility and global exposure.
• Competitive compensation and performance-based incentives.
• The opportunity to shape not just the team but also the client experience at scale.