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Head of Technical Support (AI & Operations) - (Brazil)
Full-time
About the Role
We are 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. This is not a maintenance role. We are looking for a hands-on leader with a strong bias for action, operational excellence, and a proven ability to rebuild and optimize support functions at scale.
The ideal candidate brings deep experience managing technical support organizations, driving AI and automation initiatives, collaborating closely with Product and Engineering teams, and building operational frameworks that improve customer experience while increasing efficiency. You will lead a team of approximately 11 professionals, including 3 support managers and 8-9 support specialists.
What You'll Own
Team Leadership & Operations
Lead, mentor, and develop support managers and support specialists.
Own the full customer support function: 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.
AI & Automation Strategy
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.
Metrics, Reporting & Operational Excellence
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.
Technical Collaboration
Serve as the bridge between Support, Product, and Engineering teams.
Represent customer technical issues with clarity, accuracy, and appropriate severity.
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.
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.
Preferred Qualifications
Experience building support operations in high-growth SaaS or technology companies.
Background in workflow automation, AI-driven support, or conversational AI.
Strong understanding of escalation management and incident severity frameworks.
