Head of Technical Support (AI & Operations) in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Technical Support (AI & Operations) in Brazil.

This is a high-impact leadership role responsible for transforming and scaling a complex technical support organization for mission-critical software products. You will define and drive the vision for modern, AI-enabled support operations, combining automation, data, and strong operational discipline. The role requires a hands-on leader who can both strategize at executive level and execute on operational improvements. You will manage a team of support managers and specialists while building scalable frameworks that enhance customer experience. Working closely with Product and Engineering teams, you will ensure customer issues are effectively translated into actionable product improvements. This position is ideal for someone who thrives in fast-paced environments and enjoys rebuilding systems for long-term scalability and efficiency.

You will be responsible for leading and transforming the entire technical support function, ensuring operational excellence, strong team performance, and modern AI-driven support capabilities.

• Lead, coach, and develop support managers and specialists, fostering a high-performance and accountable team culture
• Own end-to-end support operations, including hiring, workforce management, workflows, escalation paths, and service quality
• Drive organizational transformation initiatives to improve scalability, efficiency, and customer satisfaction
• Define and implement AI and automation strategies, including self-service systems and ticket deflection mechanisms
• Optimize support tools and platforms (including Intercom) to streamline operations and reduce manual workload
• Establish and track key operational KPIs such as CSAT, SLA compliance, resolution time, and ticket trends
• Build reporting frameworks that deliver actionable insights for Product, Engineering, and Leadership teams
• Act as the primary liaison between Support, Product, and Engineering to ensure customer issues are properly prioritized and addressed

You are an experienced operational leader with a strong technical background in customer support environments and a proven ability to scale and optimize complex teams.

• 10+ years of experience in customer support operations, including senior leadership roles
• Proven experience managing managers and leading distributed support teams
• Background in complex, mission-critical or enterprise-grade software environments
• Strong hands-on experience with Intercom or similar support and automation platforms
• Demonstrated success implementing AI and automation in support workflows
• Strong understanding of operational KPIs, analytics, and performance management frameworks
• Experience improving efficiency, scalability, and customer satisfaction in support organizations
• Excellent communication, analytical thinking, and leadership skills
• Strong technical fluency with the ability to collaborate effectively with Product and Engineering teams
• Experience in SaaS or high-growth technology environments is highly valued
• Familiarity with escalation management and incident severity frameworks is a plus

• Competitive compensation package aligned with experience and impact
• Remote-first work environment with flexibility
• Opportunity to lead a strategic, high-visibility function
• Direct collaboration with Product and Engineering leadership teams
• Chance to shape AI-driven support transformation at scale
• Strong focus on innovation, automation, and modern tooling
• Leadership autonomy in rebuilding and optimizing support operations