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Gigs · 3 weeks ago

Technical Support Lead

New York

Full-time

Onsite

Senior Level

5+ years exp

Gigs is a fast-growing tech company building an operating system for mobile services. As the Technical Support Lead, you will be responsible for overseeing the regional support team while engaging directly with customers to improve operations and mentor your team.

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Responsibilities

Champion Scalability & Automation - Driven by the belief that the best support ticket is the one not created, you will proactively identify and tackle opportunities for self-service and automation. You will focus relentlessly on the efficiency and scalability of the Support organization

Identify & Address Trends - You will use your direct engagement with the queue to spot patterns and recurring issues firsthand, ensuring these trends are identified and addressed quickly before they impact the wider customer base

Lead & Mentor - You will lead a distributed team of Technical Support Engineers, guiding their day-to-day operations and fostering a culture where the right people are matched to the right problems

Strategic Resolution - You will solve tickets alongside your team to ensure outstanding customer experiences, using these interactions to maintain deep familiarity with the Gigs platform and API

Global & Strategic Alignment - You will drive alignment between global Support teams, Tier 1 partners, and the wider business, including Product and Engineering. You will ensure that initiatives critical to Support and the customer experience are prioritized appropriately alongside other business goals