Clerk Chat · 4 months ago
Head of Technical Support and AI Integration
San Francisco
Full-time
Onsite
Senior Level, Lead/Staff
$180K/yr - $210K/yr
10+ years expClerk Chat is a company focused on making businesses conversational through their innovative messaging application and AI integration. They are seeking a Head of Technical Support and AI Integration to lead their support team, ensuring world-class customer service and driving operational excellence through the use of AI and automation.
SMSSoftwareTelecommunications
Responsibilities
Lead and mentor our Support team, with a focus on technical excellence, customer empathy, and professional development
Act as a player-coach: lead the team 70% of the time while also directly handling complex issues 30% of the time (e.g., porting or SMS debugging)
Partner with Engineering and Product to resolve platform issues, improve tools, and automate workflows using AI and other technologies
Drive continuous improvement by analyzing support data, identifying patterns, and implementing process and product improvements that reduce ticket volume and increase CSAT
Create systems and frameworks to ensure support SLAs are met while maintaining a high standard of quality and thoughtful human support
Build and maintain dashboards, processes, and documentation to ensure support insights are surfaced to the broader team
Be the voice of the customer internally, flagging product friction, bugs, or opportunities for new features, and representing support in cross-functional planning
Design a scalable foundation for a support org that can handle complex issues, emerging AI tools, and future global growth
Qualification
Required
10+ years in technical support, platform operations, or support engineering, including 2+ years managing teams
Experience at an early-stage (Seed/Series A) company, with the ability to both build and execute
Familiarity with AI-driven workflows and the curiosity to actively leverage AI tools to improve support efficiency
Hands-on experience with support analytics and tooling, including building dashboards and driving ticket automation
Experience working with Engineering and Product teams to diagnose technical issues and influence product direction
Strong leadership and communication skills, with a track record of building high-performing teams and influencing cross-functional stakeholders
Experience building and optimizing support processes that balance speed, quality, and personalization at scale
Preferred
Experience with telecom, messaging, or infrastructure-focused platforms
Familiarity with early-stage startup environments and a passion for building from scratch
Comfort with AI, LLMs, or conversational automation tools and how they can enhance support
Benefits
Competitive compensation and equity packages
Health, dental, and vision insurance
Flexible vacation time (Unlimited PTO)
401k with 4% match
Company
Clerk Chat
Clerk Chat helps in keeping track of customer support, operations, and sales messages.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$7MKey Investors
Race Capital
2024-01-03Seed· $7M
Leadership Team
Alexander Haque
Co-Founder
Will Chertoff
Co-Founder
Recent News
Company data provided by crunchbase