Head of Support

At Gigs, we're building the operating system for mobile services - a platform that enables tech companies to seamlessly embed connectivity into their products.

Like Stripe enables payment buttons in any product, Gigs enables businesses to add a connect button and issue SIMs with a click. From fintechs launching mobile services to HRIS platforms offering work phone plans, we automate phone plan provisioning.

We're solving complex technical, operational and regulatory challenges to make this a reality. Since 2020, we've grown to a team of around 90 people across the US and Europe, bringing together an experienced team of early-stage engineers, product builders and business athletes from companies like Stripe, Airbnb and Shopify. We know what it takes to solve hard problems.

With almost $100MM in funding from Ribbit Capital, Google and Y Combinator, Gigs is one of the fastest growing tech companies. Building on our strong foundation, we're looking for exceptional candidates who want to do the best work of their lives in a high-paced environment, surrounded by a highly talented, ambitious team.

You'll be joining at an exciting inflection point in our company's history. At sub-100 people and with a year of hyper-growth ahead of us, opportunity is abundant.

You will work across subscribers, B2B customers, product, engineering, operations, and network partners to create scalable and automated processes. Your overarching goal is to ensure that the rate and cost of customer issues decrease with our growth, and that the team resolves problems with speed, efficiency, and exceptional quality.

This role reports into the Head of Product because Gigs views Customer Support as an part of our product offering. In addition to leading our traditional support offering, Gigs is focused on automating away 99% of all support questions with self-healing, easy self-service, and contextual and compliant AI tools for our customers. You will be part of the team rolling this out to our customers.

Key responsibilities include:

• Lead a high-performing customer support team (Tier 1-3) that has reduced cost to serve, fast response/resolution times, high CSAT score, etc.
• Manage outsourcing partners, ensuring cost-effective, predictable, and high-quality service.
• Grow Gigs' "support as a service" product handling T1 and T2 support on behalf of enterprise customers who do not want to handle telecom support.
• Automate and productize key customer support processes to reduce issue rates and improve efficiency using the latest tools available, working closely with our internal AI product teams.
• Manage incidents, including customer communication, through to post-mortems improvement and collaborate with cross-functional teams for project and feature rollouts.

• Leadership: Ability to build, mentor, and scale a high-performing support team.
• Problem Solver: Genuine interest in identifying recurring user issues and experience working with product teams to create solutions to remove them.
• Process Improvement: Skilled in streamlining and automating support processes.
• AI Obessed: You have exposure to AI automation with the latest LLMs and agentic AI tools.
• Customer-Centric: Strong focus on delivering excellent customer experience and advocacy.
• Vendor Management: Expertise in managing outsourcing vendors, ensuring cost efficiency and quality.
• Technical Aptitude: Comfortable working with APIs, telecom services, and support software (e.g., Zendesk, Intercom).
• Data-Driven: Uses metrics to drive decision-making and improve performance.
• Collaborative: Effectively works with product, engineering, business teams, customers, and vendors. Builds strong personal relationships, even with difficult partners and stakeholders.
• Executive Communication: Capable of clear, persuasive communication with senior leadership inside Gigs and with customers.
• Resilient: Start up / scale ups are a marathon and a sprint at the same time. Gigsters roll with the punches and rise to the next challenge.

At Gigs, we're remote-friendly, with a strong emphasis on meaningful in-person collaboration. While most of our work is done remotely, we encourage our team to connect regularly in our hubs, whether for focused teamwork, customer meetings, or brainstorming sessions that drive creativity.

• Gigs Pads: Our hubs in San Francisco, London, and Berlin are designed for teams to come together when needed - whether to collaborate on projects, meet customers, or simply change the scenery.
• Gigs Republic: Twice a year, the entire company gathers for in-depth team bonding, strategic sessions, and shared experiences to reinforce our culture and drive growth.

This blend of remote work and in-person collaboration ensures we maintain a dynamic, connected, and innovative team environment.

At Gigs, we believe in rewarding excellence. You'll receive competitive compensation and stock options to ensure you are truly part of our growth. Benefits/additional compensation for this role may include stipends for upgrading your home office or work setup, learning and development budgets to support your career growth and a free phone and international data plan (naturally).

If you're excited about pushing boundaries and helping us shape the future of telecom, we'd love to hear from you.

For more information on benefits, Gigs Pads, and life at Gigs, check out our Careers page.