IT​/Tech Head, IT Support

Position: Head of Support
The Role

At Gigs, customer support isn't a back-office function - it's a core part of our product. We're building a support experience that's fast, frictionless, and scalable - powered by automation, AI, and great humans. Your job is to lead this effort.

You'll be responsible for designing and scaling support across every dimension: our subscribers, our enterprise customers, our product flows, and our global ops partners. You'll work cross-functionally with Product, Engineering, and Network teams to make sure customer issues go down as Gigs grows - not up.

This role reports to the Head of Product, because we believe support should be productized: self-healing flows, intuitive self-serve, and AI-first assistance. You'll play a key role in shaping and rolling out this vision.

What You'll Do

* 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.

* Scale "support as a product" for our B2B customers - handling end-user support on their behalf and turning this into a core offering.

* Automate everything that can be - from root cause detection to resolution - by working closely with our AI and product teams.

* 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.

What We're Looking For

* Support leadership:
You've built and scaled support teams that thrive on efficiency, speed, and customer love.

* Product mindset:
You see recurring support issues as product bugs, not team problems - and you work with engineering to eliminate them at the root.

* AI native:
You're excited by what LLMs and agentic workflows can do, and have experience bringing these into production.

* Customer-first:
You care deeply about delivering great experiences - whether that's to a mobile subscriber or an enterprise CTO.

* Operational rigour:
You know how to run complex ops (internally or via BPOs), and drive cost down without compromising quality.

* Tech fluency:
You're comfortable with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc).

* Data-driven:
You use metrics to guide decisions and improve continuously.

* Great collaborator:
You work well across teams and time zones, and know how to build trust even in tough conversations.

* Resilient and resourceful:
You thrive in ambiguity and roll with the punches - startup life doesn't faze you.

Salary Range: $250000 - $300000 USD