Head of AI-Driven Tech Support Operations (Remote)

Vida by Property Vista; Colombia; Remote; COP 253,437,000 - 380,156,000; Full time

Benefits offered by this job

Fully remote

Immediate start

Job summary

Property Vista Software Inc. is seeking a Head of Technical Support to own end-to-end support operations for a 3-tier AI-enabled model.

You will manage Tier 2 and Tier 3 specialists and act as a training loop between human resolutions and AI automation. You will drive backlog governance, SLA enforcement, and metrics while partnering with product to eliminate root causes and improve the platform for enterprise clients across LATAM.

Qualifications

• 5+ years leading technical support or tech-ops teams in a high-growth B2B SaaS environment.
• Proven track record configuring, optimizing AI support tools and clean knowledge bases.
• Strong operational rigor in ticket routing, SLAs, and capacity planning.

Responsibilities

• Own Tier 1 AI support front-line and automated containment.
• Lead Tier 2 and Tier 3 teams and govern escalation processes.
• Build and improve knowledge articles, macros, and AI prompts for continuous learning.
• Maintain dashboards, KPIs, and reporting across the support org.
• Partner with product/engineering to translate root cause into fixes.

Skills

AI & automation

Leadership

SLA governance

Data-driven

English fluent

Tools

Zendesk AI/Copilot

Intercom FinAI

Salesforce Service Cloud

Job description

Property Vista Software Inc. is seeking a Head of Technical Support to own end-to-end support operations for a 3-tier AI-enabled model.

You will manage Tier 2 and Tier 3 specialists and act as a training loop between human resolutions and AI automation. You will drive backlog governance, SLA enforcement, and metrics while partnering with product to eliminate root causes and improve the platform for enterprise clients across LATAM.