Head of AI-First Support & SLA Excellence

Mercans; United States; À distance; USD 150 000 - 190 000; Plein temps

Résumé du poste

Mercans is seeking a Head of Support to lead an AI-first product support function across all Mercans product lines. This role drives ticket elimination through automation, root cause resolution, and self-service, while managing a lean team providing 24/7 global coverage.

The ideal candidate combines deep support operations experience with hands-on AI/automation knowledge and a proven track record of reducing support volume rather than adding headcount.

Qualifications

• Proven leadership in transforming support into proactive, engineering-minded orgs.
• Hands-on experience deploying AI/ML based support tools (AI triage, chatbots, auto-resolution engines).
• Strong knowledge of SLA management frameworks, ITSM platforms, and support analytics.
• Data-driven decision-making with dashboards and trend analysis.
• Executive-level communication with clients and cross-functional stakeholders.

Responsabilités

• Own AI-driven support strategy and roadmap for triage, auto-resolution, self-service, and predictive support.
• Lead deployment of AI-based ticketing/triage tools; move to intelligent automation.
• Evaluate/adopt AI/ML capabilities to increase auto-resolution and reduce human intervention.
• Collaborate with Customer Sentiment Pod on the AI agent roadmap.
• Ensure SLA performance across all clients and report trends to leadership.
• Directly manage L3 engineering team, AI Operations Lead, and Senior Support Engineer.

Connaissances

AI/ML leadership

SLA management

Data-driven decisions

Executive communication

Team leadership

Formation

Bachelor's degree in Engineering, Computer Science, Information Technology

Master's degree or MBA a plus

Outils

YouTrack

Jira

Description du poste

Mercans is seeking a Head of Support to lead an AI-first product support function across all Mercans product lines. This role drives ticket elimination through automation, root cause resolution, and self-service, while managing a lean team providing 24/7 global coverage.

The ideal candidate combines deep support operations experience with hands-on AI/automation knowledge and a proven track record of reducing support volume rather than adding headcount.