Head of Customer Support

JobHire.AI is looking for a strategic and hands-on Support Leader to build a fast, human, and predictable support function. The ideal candidate will have experience launching and scaling a support function from scratch and be able to develop a team and put customers at the center of every operational task.

Requirements

• 5+ years in Support or related functions, including 3+ years in a Lead / Head / Team Lead role (international/English-speaking teams)
• Experience launching/upgrading and scaling a support function from scratch (teams of 5–20+)
• Experience managing L1–L2 teams, implementing automation, dashboards, QA
• Hands-on: able to take the queue, close tickets, and configure Intercom personally
• Experience hiring, training, onboarding teams; creating training materials and programs
• Ability to define and manage service KPIs: SLA/SLO/SLS, CSAT, NPS, response time, answer quality
• Experience in high-CSAT/NPS environments with a “customer-first” culture
• Experience with workload forecasting, capacity planning, launching knowledge bases and chatbots

Benefits

• Amazing opportunity to upgrade and scale-up Support function in a fast-growing start-up
• Remote work - work/life balance
• Great product and team
• Competitive package (based on experience)