Head of Support jobs in United States
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Gigs · 4 hours ago

Head of Support

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive

Gigs is building the operating system for mobile services, enabling tech companies to embed global connectivity into their products. The Head of Support will lead the customer support function, focusing on creating a scalable and efficient support experience powered by automation and AI.

SoftwareSubscription ServiceTelecommunicationsWireless

Responsibilities

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

Qualification

Support leadershipProduct mindsetAI nativeOperational rigourTech fluencyData-drivenGreat collaboratorResilientResourceful

Required

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

Benefits

Competitive compensation
Stock options
Stipends for your home office or work setup
A budget for learning and development to fuel your career
A free phone and international data plan

Company

Gigs

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Gigs provides a telecom-as-a-service solution that enables businesses to offer wireless subscriptions for smartphones and wearables.
dateFounded in 2020
location
San Francisco, California, USA
people-size51-200 employees
web-link
https://gigs.com

Funding

Current Stage
Growth Stage
Total Funding
$97M
Key Investors
Ribbit CapitalGradient
2024-12-12Series B· $73M
2022-09-21Convertible Note· $4M
2022-04-21Series A· $20M

Leadership Team

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Jean-Sébastien Ariza
Head of Strategic Partnerships & Expansion
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Recent News

Morningstar.com
Gigs and AT&T to Power the Convergence of Tech and Telecom
2025-09-12
FinTech Futures
Gigs appoints former Stripe exec Rishi Sachdeva as new head of fintech
2025-03-11
FinTech Futures
US TaaS provider Gigs lands $73m Series B led by Ribbit Capital
2025-03-06
Company data provided by crunchbase