Head of Support

<div class="content-intro"><h2><strong>About Gigs</strong></h2> <p data-start="67" data-end="227">At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.</p> <p class="p1">Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.</p> <p data-start="585" data-end="974">Our team of around 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.</p> <p class="p1">If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.</p></div><h2><strong>The Role</strong></h2> <p>At Gigs, customer support isn’t a back-office function — it’s a core part of our product. We're building a support experience that’s fast, frictionless, and scalable — powered by automation, AI, and great humans. Your job is to lead this effort.</p> <p>You’ll be responsible for designing and scaling support across every dimension: our subscribers, our enterprise customers, our product flows, and our global ops partners. You’ll work cross-functionally with Product, Engineering, and Network teams to make sure customer issues go down as Gigs grows — not up.</p> <p>This role reports to the Head of Product, because we believe support should be productized: self-healing flows, intuitive self-serve, and AI-first assistance. You’ll play a key role in shaping and rolling out this vision.</p> <h2><strong>What You’ll Do</strong></h2> <ul> <li>Lead a high-performing support team across Tier 1–3, with a focus on speed, efficiency, and exceptional quality.</li> <li>Own outsourcing partnerships, ensuring consistent, cost-effective, high-quality service — especially for Tier 1/2.</li> <li>Scale “support as a product” for our B2B customers — handling end-user support on their behalf and turning this into a core offering.</li> <li>Automate everything that can be — from root cause detection to resolution — by working closely with our AI and product teams.</li> <li>Manage incidents and escalations with clear customer communication, structured post-mortems, and strong cross-functional coordination.</li> <li>Build with the long term in mind — setting up the right processes, tools, and KPIs to help us scale across markets and customer segments.</li> </ul> <h2><strong>What We’re Looking For</strong></h2> <ul> <li><strong>Support leadership</strong>: You’ve built and scaled support teams that thrive on efficiency, speed, and customer love.</li> <li><strong>Product mindset</strong>: You see recurring support issues as product bugs, not team problems — and you work with engineering to eliminate them at the root.</li> <li><strong>AI native</strong>: You're excited by what LLMs and agentic workflows can do, and have experience bringing these into production.</li> <li><strong>Customer-first</strong>: You care deeply about delivering great experiences — whether that’s to a mobile subscriber or an enterprise CTO.</li> <li><strong>Operational rigour</strong>: You know how to run complex ops (internally or via BPOs), and drive cost down without compromising quality.</li> <li><strong>Tech fluency</strong>: You’re comfortable with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc).</li> <li><strong>Data-driven</strong>: You use metrics to guide decisions and improve continuously.</li> <li><strong>Great collaborator</strong>: You work well acr ... (truncated, view full listing at source)