AI-Driven Support & Operations Lead

Crane Venture Partners; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Gigs, the platform for telecom-enabled mobile services, is seeking a Head of Support who will own the end-to-end customer experience from launch through post-launch optimization. You’ll partner with customers to design their support motion, identify moments driving contacts, and turn insights into playbooks that improve every new launch.

You will work with senior customer stakeholders, operate with high autonomy, and leverage AI to move faster and build better, reporting to Head of Support.

Qualifications

• 4+ years in a demanding operational environment.
• Self-driven and relentlessly proactive.
• AI is part of your working stack.
• SQL, spreadsheets, and BI tools experience; translate data into business decisions.
• Technically curious; reads API docs and understands systems.
• Credible with customers; owns post-launch relationships.
• High ownership, low ego; can manage multiple workstreams.

Responsibilities

• Be the face of Gigs with customers; main contact across pre-sales, implementation, and post-launch.
• Dig into the data; activation funnels, root cause analyses, actionable recommendations.
• Take field insights back to product; translate learnings into practical improvements.
• Build AI into workflows; automate recurring tasks and accelerate analysis.
• Know the platform end to end; explain parts to customers and diagnose issues.
• Build runbooks and workflows to speed deployments; ensure scalability.
• Keep things moving; unblock teams and reduce friction.

Skills

Operational experience

Self-driven

AI in stack

SQL

Data & BI tools

Technical curiosity

Credible with customers

Ownership mentality

Tools

SQL

BI tools

Job description

Gigs, the platform for telecom-enabled mobile services, is seeking a Head of Support who will own the end-to-end customer experience from launch through post-launch optimization. You’ll partner with customers to design their support motion, identify moments driving contacts, and turn insights into playbooks that improve every new launch.

You will work with senior customer stakeholders, operate with high autonomy, and leverage AI to move faster and build better, reporting to Head of Support.