Head of Technical Support and AI Integration, Clerk Chat

• 10+ years in technical support, platform operations, or support engineering, including 2+ years managing teams
• Experience at an early-stage (Seed/Series A) company, with the ability to both build and execute
• Familiarity with AI-driven workflows and the curiosity to actively leverage AI tools to improve support efficiency
• Hands-on experience with support analytics and tooling, including building dashboards and driving ticket automation
• Experience working with Engineering and Product teams to diagnose technical issues and influence product direction
• Strong leadership and communication skills, with a track record of building high-performing teams and influencing cross-functional stakeholders
• Experience building and optimizing support processes that balance speed, quality, and personalization at scale

Desirable

• The Head of Technical Support and AI Integration is a foundational leadership role, you are responsible for ensuring our fast-growing customer base receives world-class, efficient, and technically sound support.
• You will drive the evolution of our support function, focusing on operational excellence, deep technical understanding, and scalable automation.
• The ideal candidate has experience leading technical support teams, thrives in cross-functional environments, and is passionate about leveraging AI and automation to deliver exceptional customer outcomes
• Lead and mentor our Support team, with a focus on technical excellence, customer empathy, and professional development
• Act as a player-coach: lead the team 70% of the time while also directly handling complex issues 30% of the time (e.g., porting or SMS debugging)
• Partner with Engineering and Product to resolve platform issues, improve tools, and automate workflows using AI and other technologies
• Drive continuous improvement by analyzing support data, identifying patterns, and implementing process and product improvements that reduce ticket volume and increase CSAT
• Create systems and frameworks to ensure support SLAs are met while maintaining a high standard of quality and thoughtful human support
• Build and maintain dashboards, processes, and documentation to ensure support insights are surfaced to the broader team
• Be the voice of the customer internally, flagging product friction, bugs, or opportunities for new features, and representing support in cross-functional planning
• Design a scalable foundation for a support org that can handle complex issues, emerging AI tools, and future global growth