Head of Support
RemoteFull-timeLead levelPosted 3 months ago
Leadership customer support role at Mercans. Needs an MBA, B.Tech or B.E.. Remote.
About the role
The Head of Support is a strategic leadership role responsible for building and operating an AI-first product support function across all Mercans product lines. This person owns the vision of ticket elimination through automation, root cause resolution, and self-service. They manage a lean team that includes a dedicated L3 engineering bench, an AI operations specialist, and a shift-based support engineering team providing 24/7 global coverage.
What you'll do
- AI Strategy & Automation
- 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
What you need
- Lean
- Machine learning
- NLP
- JIRA
- LLMs
- Prompt engineering
Good to have
- Performance management