Head of Customer Support

JobHire.AI is a personal AI agent for continuous professional development and happiness at work. We are looking for a strategic and hands-on Support Leader who can build a fast, human, and predictable support function.

Requirements

• 5+ years in Support or related functions
• 3+ years in a Lead / Head / Team Lead role
• Experience launching/upgrading and scaling a support function from scratch
• Experience managing L1–L2 teams, implementing automation, dashboards, QA
• Hands-on experience with ticketing systems / Helpdesk platforms, Power BI / Looker / Metabase / Tableau, Excel / Google Sheets
• Knowledge of ITIL / ITSM: L1–L3 support levels, incident management, service request lifecycle
• Experience hiring, training, onboarding teams
• 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)