Technical Customer Support Team Lead

📋 Description

• Lead and develop your team: hire, mentor, and grow top performers.
• Own enterprise support ops end-to-end: manage metrics, KPIs, and global shifts.
• Provide hands-on technical support: maintain expertise and handle complex issues.
• Drive operational improvements: identify gaps and implement new workflows and targets.
• Bridge critical functions: connect Support, Engineering, and Revenue; communicate needs to leadership.
• Ensure global coverage: schedule across time zones.

🎯 Requirements

• Deep technical expertise: customer support, AI, APIs, LLMs, TTS, telephony (Twilio, SIP, WebSockets).
• Proven leadership experience: build and lead high-performing teams.
• Technical execution capability: able to code/read troubleshoot and mentor others.
• Operational excellence: metrics, KPIs, and smooth ops in fast-moving environments.
• Problem-solving mindset: proactively identify gaps and drive solutions across stakeholders.
• B2B or enterprise support: experience with strategic accounts and complex relationships.

🎁 Benefits

• Innovative culture: opportunity to shape AI's trajectory.
• Growth paths: drive impact beyond your immediate role.
• Learning & development: discretionary stipend for development.
• Social travel: discretionary stipend to meet colleagues each year.
• Annual company offsite: team meets in new locations.
• Co-working: monthly stipend if not near hubs.