More jobs:
IT/Tech Head, Technical Support
Job in
Charlotte, Mecklenburg County, North Carolina, 28245, USA
Listed on 2026-01-09
Listing for:
VirtualVocations
Full Time
position Listed on 2026-01-09
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
A company is looking for a Head of Support.
Key Responsibilities- Lead a high-performing support team across Tier 1-3, focusing on speed, efficiency, and quality
- Own outsourcing partnerships to ensure consistent, cost-effective service for Tier 1 / 2 support
- Scale support as a product for B2B customers and automate support processes in collaboration with AI and product teams
- Experience in building and scaling support teams with a focus on efficiency and customer satisfaction
- Ability to approach recurring support issues as product bugs and collaborate with engineering to resolve them
- Familiarity with AI technologies and their application in support environments
- Operational experience in managing complex operations or BPOs while maintaining quality
- Comfort with APIs, telecom concepts, and support tools like Zendesk and Intercom
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