Gigs

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Gigs is building the operating system for mobile services, enabling tech companies to embed global connectivity into their products. The Head of Support will lead the customer support function, focusing on creating a scalable and efficient support experience powered by automation and AI. Responsibilities • Lead a high-performing support team across Tier 1–3, with a focus on speed, efficiency, and exceptional quality • Own outsourcing partnerships, ensuring consistent, cost-effective, high-quality service — especially for Tier 1/2 • Scale “support as a product” for our B2B customers — handling end-user support on their behalf and turning this into a core offering • Automate everything that can be — from root cause detection to resolution — by working closely with our AI and product teams • Manage incidents and escalations with clear customer communication, structured post-mortems, and strong cross-functional coordination • Build with the long term in mind — setting up the right processes, tools, and KPIs to help us scale across markets and customer segments Skills • Support leadership: You've built and scaled support teams that thrive on efficiency, speed, and customer love • Product mindset: You see recurring support issues as product bugs, not team problems — and you work with engineering to eliminate them at the root • AI native: You're excited by what LLMs and agentic workflows can do, and have experience bringing these into production • Customer-first: You care deeply about delivering great experiences — whether that's to a mobile subscriber or an enterprise CTO • Operational rigour: You know how to run complex ops (internally or via BPOs), and drive cost down without compromising quality • Tech fluency: You're comfortable with APIs, telecom concepts, and support tooling (Zendesk, Intercom, etc) • Data-driven: You use metrics to guide decisions and improve continuously • Great collaborator: You work well across teams and time zones, and know how to build trust even in tough conversations • Resilient and resourceful: You thrive in ambiguity and roll with the punches — startup life doesn't faze you Benefits • Competitive compensation • Stock options • Stipends for your home office or work setup • A budget for learning and development to fuel your career • A free phone and international data plan Company Overview • Gigs provides a telecom-as-a-service solution that enables businesses to offer wireless subscriptions for smartphones and wearables. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://gigs.com.