Related skills
intercom ai zendesk n8n retool📋 Description
- Manage and develop a 12+ FTE support team across time zones.
- Formalize a tiered team structure with Team Leads and escalations.
- Scale via smarter tooling, AI-powered workflows, continuous improvement.
- Be a player-coach: handle tickets in queue and backup coverage.
- Foster a high-accountability, high-support culture in remote environment.
- Own team scheduling and day-of changes for monthly/seasons.
🎯 Requirements
- 8+ years in customer support; 3+ years in management (B2B SaaS).
- Experience running high-volume, multi-channel support operations.
- Hands-on with calls/chats; strong customer obsession.
- AI productivity tools experience in support; shipped AI features.
- Expert with Front, Zendesk, or Intercom; Retool, n8n, Relay.
- Remote, distributed teams across time zones; payments processing background.
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