Head of Support REF-J01-668

Job Description

Qualifications / Skills

Minimum Requirements for Candidates

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related technical field. Master's degree or MBA a plus
• Minimum 7 years in SaaS product support or service delivery, with at least 3 years leading a support team
• Proven track record of reducing ticket volumes, not just scaling headcount
• Proven leadership in transforming reactive support teams into proactive, engineering-minded organizations
• Hands-on experience deploying AI/ML-based support tools (AI triage, chatbots, auto-resolution engines, NLP categorization)
• Strong knowledge of SLA management frameworks, ITSM platforms (YouTrack, Jira, or similar), and support analytics
• Data-driven decision-making: ability to build and interpret performance dashboards, identify trends, and translate metrics into actionable plans
• Executive-level communication skills; comfortable presenting to clients, C-suite, and cross-functional stakeholders
• Experience managing mixed teams (AI specialists, L3 engineers, support engineers)

Expectations for Ideal Candidates

• Experience in global payroll, HCM, or fintech SaaS strongly preferred
• 5+ years of experience in technical support, SaaS, enterprise software, or global payroll technology.
• Familiarity with LLM-based agent architectures and prompt engineering
• Education in IT, CS or similar field.
• 3+ years of experience in a leadership role managing multi-tier support teams (L1, L2, L3).
• Experience working in a fast-paced, high-growth SaaS, HR tech, or payroll technology environment.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.

Responsibilities

• Own the AI agentic support strategy: define the roadmap for AI-driven triage, auto-resolution, self-service, and predictive support
• Lead the deployment of AI-based ticketing and triage tools, transitioning from manual queue management to intelligent automation
• Evaluate and adopt AI/ML capabilities to continuously increase auto-resolution rates and reduce human intervention
• Work with the Customer Sentiment Pod on the proprietary customer support AI agent roadmap
• Accountable for SLA performance across all clients; report on SLA adherence, breach root causes, and ticket volume trends to the Director of Engineering
• Drive continuous ticket volume reduction through root cause elimination via the L3 team, product feedback loops, and AI self-service
• Define and track KPIs: ticket volume trend, first-contact resolution, AI auto-resolution rate, mean time to resolution, reopen rate, L3 root cause closure rate, customer satisfaction
• Conduct weekly performance reviews analyzing volumes, bounce rates, recurring issue patterns, and deployment impact
• Directly manage the L3 engineering team, AI Operations Lead, and Senior Support Engineer; ensure the three layers work as an integrated system
• Hire, develop, and retain a lean team of support engineers with technical depth and AI literacy
• Design and maintain the 24/7 coverage model, balancing shift rotation, AI agent coverage, and on-call protocols
• Champion a culture where every ticket is an opportunity to improve the product, the knowledge base, or the AI
• Build cross-functional accountability with Product, Engineering, Compliance, and Configuration teams to ensure root cause fixes are delivered and sustained
• Approve and oversee the client allocation matrix, ensuring workload equity and alignment with client tier and complexity