Head of Technical Support (AI Operations) – Brazil

Seeking a transformational and highly technical Head of Technical Support (AI & Operations) to lead and scale a complex customer support organization supporting mission-critical software products. The role requires a hands-on leader with operational excellence, experience in AI and automation, and collaboration with Product and Engineering teams.

Location: Remote

Responsibilities

• Lead, mentor, and develop support managers and support specialists
• Own the full customer support function, including team management, hiring, performance management, operational workflows, team culture, and accountability
• Drive organizational and operational change management initiatives
• Improve support processes, tooling, escalation paths, and customer workflows
• Lead AI adoption and automation initiatives across the support organization
• Optimize and expand Intercom AI capabilities and automation workflows
• Build scalable ticket deflection and self-service strategies
• Automate repetitive workflows from triage through resolution
• Design escalation and severity frameworks within automated support environments
• Demonstrate measurable operational improvements through automation initiatives
• Define operational KPIs and service standards for the support organization
• Own support performance metrics including CSAT, resolution times, deflection rates, SLA performance, and ticket volume trends
• Build reporting frameworks that generate actionable insights for Product, Engineering, and Leadership teams
• Translate support data into operational and product improvement initiatives
• Serve as the bridge between Support, Product, and Engineering teams
• Represent customer technical issues with clarity, accuracy, and appropriate severity
• Participate in technical discussions with Product Managers and Engineers
• Help prioritize customer-impacting issues and operational improvements

Requirements

• 10+ years of experience in customer support operations
• Significant experience in senior leadership roles owning support organizations end-to-end
• Previous experience managing managers and large support teams
• Prior experience working with complex, mission-critical software products
• Hands-on experience with Intercom and support automation tools
• Proven experience implementing AI and automation within support environments
• Strong understanding of operational KPIs and support performance frameworks
• Demonstrated success improving support efficiency, scalability, and customer experience
• Excellent analytical, communication, and leadership skills
• Strong technical fluency with the ability to collaborate effectively with Product and Engineering teams