Support Team Lead

In short: Full-time, remote position in the US. Please only apply if currently residing in the US.

😍 We are Gigs

• Gigs is the world's first telecom-as-a-service platform. We’ve built for telecommunications what Stripe built for payments, and enable companies to seamlessly launch their own branded phone plans:
  • Businesses can attract and monetize new users, create smooth customer journeys, and unlock new revenue streams.
  • Consumers can go from sign-up to talking and browsing in under 3 minutes.
• Gigs empowers innovators from various industries. From fintechs providing branded phone plans alongside their payment cards, retailers offering subscriptions bundled with their mobile devices, to HR platforms enabling businesses to issue employee phone plans with just a tap, our telecom operating system provides everything companies need to embed connectivity.
• We’re backed by Google’s Gradient Ventures and Y Combinator, along with prominent business angels and investors, including the CEOs of Uber, DoorDash, and Instacart. As part of Gigs, you will have access to world-class advisors, resources, and support that will help us navigate our rapid growth.
• Gigs was part of the YC W21 and YC Growth W23 batches and raised a $20MM Series A.

🔧 The Position

Gigs is looking for a leader to own and further develop our customer support function. This role reports into the Head of Product because Gigs views Customer Support as an part of our product offering. 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 decreases with our growth, and that the team resolves problems with speed, efficiency, and exceptional quality. You will also lead the development and performance of the support team to create more leaders at Gigs with in depth knowledge and empathy of our customers and subscribers.

Key responsibilities include:

• Lead a high-performing customer support team (Tier 1-3), including hiring, training, and development.
• Improve and manage key performance metrics: cost to serve, response/resolution times, CSAT, and first touch resolution.
• Manage outsourcing partners, ensuring cost-effective, predictable, and high-quality service.
• Automate and productize key customer support processes to reduce issue rates and improve efficiency.
• Expand Gigs’ outsourced support as a service product handling T1 and T2 support on behalf of enterprise customers.
• Monitor issues and identify recurring problems; work with product, engineering and telecom teams to create technical solutions to resolve these frequent issues.
• Manage incidents, including customer communication and post-mortem reviews.
• Improve compliance and data security in support operations, particularly for enterprise customers.
• Collaborate with cross-functional teams for project and feature rollouts.

👟 About you

→ We know that perfect candidates don’t exist. Even if not all of this applies to you, we’d love to learn more about you. 🦄

• 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.
• 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.
• Project and Program Management: Ability to deliver projects on time, within scope, and budget while managing 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.

🌱 Our Offer

Competitive compensation

Gigsters receive competitive salaries and stock options, so that everyone can be a true owner.

World-class perks

We provide comprehensive benefits.

In addition to your compensation package, you’ll receive stellar perks to help you do the best work of your life:

• Competitive paid vacation days each year.
• Reimbursements to upgrade your workstation.
• A learning and development stipend to help you reach new heights in your career
• And, of course, a free phone and data plan.

Gigs is remote-first, but we strongly believe in the power of human connection. That's why we've built unique experiences to help Gigsters strike the perfect balance:

• Gigs Pads: Our curated collection of beautiful homes around the world, for when you want to collaborate with teammates in person or need a work-cation getaway. Available for you to enjoy in San Francisco, London, and Berlin.
• Gigs Republic: Twice a year, we bring the entire company together for great food, lots of laughter, and tons of fun activities. It's always in some sunny places, so don't forget your sunglasses.