Head of Technical Operations (Support & Tools)

🤓 As a Head of Technical Operations, the company expects you to:

• Lead, support, and motivate the Technical Operations team across all verticals, ensuring strong engagement, collaboration, and team cohesion.
• Manage high-impact technology initiatives related to Support operations, including prioritization, backlog management, task coordination, and timely delivery.
• Oversee relationships with key tools and platform providers, including expectation setting, negotiations, contract updates, and feature enhancements.
• Coordinate QA and Training team activities with Support teams, ensuring consistent interaction cadences and implementation of improvement actions.
• Supervise the creation, update, and maintenance of knowledge base content, FAQs, and support documentation to enhance chatbot performance and support efficiency.
• Collaborate with Customer Service, Product, Engineering, and Operations teams to ensure aligned support processes and timely issue resolution.
• Monitor key performance indicators, preparing and presenting reports on team performance, metrics, and customer feedback, providing actionable insights.
• Analyze support trends and performance data to identify improvement opportunities and drive data-informed decisions.
• Act as a key stakeholder in collaboration with the Product team. 

✨ You are the person they’re looking for if…

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Product Development, Finance, or a related field
• +5 years of experience in a technical, product, or project management role within SaaS, fintech, high-growth startups, or similar environments
• Strong understanding of support CRMs, automation systems, AI workflows, and industry best practices
• Familiarity with SQL, API fundamentals, and web/mobile application technologies
• Experience implementing AI tools within internal company processes, especially for onboarding and customer support
• Experience managing projects involving multi-country teams
• Excellent written and verbal communication skills, with the ability to interact effectively with senior stakeholders
• Strong analytical and problem-solving skills, including the ability to assess complex situations and implement effective solutions
• Knowledge of support tools such as ticketing systems (e.g., Zendesk, Jira), communication platforms (e.g., Slack), and knowledge management systems (e.g., Confluence)