Head of Customer Support

AI Acquisition

77d

About The Position

AI Acquisition is a global leader in AI service provider enablement, operating primarily in the US. The company combines a unique hybrid of Platform-as-a-Service (PaaS) and AI marketplace, achieving significant growth by connecting AI agencies with qualified enterprise opportunities. The role of Head of Customer Support is crucial as the company scales its operations across multiple regions, including North America, Europe, MENA, APAC, and LATAM. This position involves leading a global support team and ensuring clients receive fast, empathetic, and consistent support while building a foundation for an AI-enabled support organization.

Requirements

• 9–8+ years in Customer Support/Customer Success, with at least 2–3 years in a leadership role.
• Experience managing live chat teams and personally handling customer escalations.
• Proven ability to build and maintain support documentation/knowledge bases.
• Strong data-driven approach to identifying support themes and preventing churn.
• Excellent written communication, conflict resolution, and customer empathy.
• Global team management experience across multiple time zones.
• SaaS, PaaS, or AI/tech industry experience.
• Hands-on with tools like Intercom, Zendesk, Freshdesk, or custom chat/CRM solutions.

Responsibilities

• Manage and directly support client chats, ensuring high responsiveness and quality.
• Monitor support queues, step in to resolve escalations, and model best-practice communication.
• Identify recurring issues, knowledge gaps, and client pain points in real time.
• Own the support knowledge base and FAQ resources; continuously fill gaps and refine articles.
• Ensure documentation is clear, updated, and accessible for both clients and agents.
• Partner with Product and Tech to feed back feature requests and recurring bug reports.
• Scale and manage a distributed team of Support Agents, VAs, and regional pods.
• Coach team members on empathetic communication, problem solving, and use of AI tools.
• Define KPIs (response times, resolution times, CSAT/NPS, refund prevention) and drive performance.
• Partner with the CTO to integrate AI chatbots and automation tools that reduce manual load.
• Use analytics to identify themes, track client sentiment, and predict churn/refund risks.
• Drive adoption of AI tools internally to boost agent productivity.

Benefits

• A chance to design and lead a global support function in a hyper-scaling AI company.
• Remote-first flexibility and global exposure.
• Competitive compensation and performance-based incentives.
• The opportunity to shape not just the team but also the client experience at scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior