Head of Support

About Gigs

At Gigs, we're building the operating system for mobile services platform that lets tech companies embed global connectivity into their products effortlessly. Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivitybridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity. Our team of around 150 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We9re tackling deep technical and regulatory challenges to make connectivity truly seamless. If you9re driven by curiosity, creativity, and the chance to shape the future of telecom, wed love to hear from you.

Things We Care About

We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard.

• Speed. We move and we ship. We set bold deadlines and treat every week like it matters.
• Ownership. If you see something broken, fix it. We don't wait for permission.
• Customer Obsession. Our customers' product is our product.
• Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information.
• First principles. We don't ask how things have been done before. We ask why they were done that way at all.

The Role

At Gigs, customer support isnt a back-office function 1 its a core part of our product. We're building a support experience thats fast, frictionless, and scalable 1 powered by automation, AI, and great humans. Your job is to lead this effort. Youll be responsible for designing and scaling support across every dimension: our subscribers, our enterprise customers, our product flows, and our global ops partners. Youll work cross-functionally with Product, Engineering, and Network teams to make sure customer issues go down as Gigs grows 1 not up. This role reports to the Head of Product, because we believe support should be productized: self-healing flows, intuitive self-serve, and AI-first assistance. Youll play a key role in shaping and rolling out this vision.

What Youll Do

• Lead a high-performing support team across Tier 13, 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.

What Were Looking For

• Support leadership: Youve built and scaled support teams that thrive on efficiency, speed,and customer love.
• Product mindset: You see recurring support issues as product bugs,nnot team problems and you work with engineering to eliminate them at the root.
• AI native: You're excited by what LLMsand agentic workflows can do,and have experience bringing these into production.
• Customer-first: You care deeply about delivering great experiences  whether thats 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: Youre comfortable with APIs,telcom concepts,and support tooling (Zendesk Intercom,etc).
• Data-driven: You use metrics to guide decisionsand improve continuously.
• Great collaborator: You work well across teamsand time zones,and know how to build trust even in tough conversations.
• Resilientand resourceful: You thrive in ambiguityand roll with punches  startup life doesnt faze you.

Salary Range: $230000 - $280000 USD

Work At Gigs

At Gigs,we value in-person collaboration.We believe best ideas decisions relationships are built when teams spend meaningful time together,and culture designed around that belief.We support flexibility where it makes sense.Some focused work can be done remotely,and not every role or week looks same. You should expect regular time one of hubs,as well as occasional travel for team workshops customer meetings,and Gigs Republic, biannual company off-site.Our offices designed feel like home-inspired workspaces plants thoughtful tools,and small tight-knit teams make collaboration feel natural effective energizing.

What We Offer

At Gigs,we believe rewarding excellence.We offer competitive compensation stock options because see you true partner growth.We also provide stipends home office or work setup budget learning development fuel career,and course free phone international data plan. Want learn more about benefits hubs what it’s like work at Gigs? Check out Careers page.