Support Strategy & Operations

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

About Gigs

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.

Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.

Our team of around 150 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.

If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.

Things We Care About

We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard.

• Speed. We move and we ship. We set bold deadlines and treat every week like it matters.
• Ownership. If you see something broken, fix it. We don't wait for permission.
• Customer Obsession. Our customers' product is our product.
• Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information.
• First principles. We don't ask how things have been done before. We ask why they were done that way at all.

The Role

Launching a mobile service requires stitching together carriers, regulations, payments, and support across markets. We’ve built the platform. The next challenge is scaling operations so customers go live smoothly, stay healthy, and their learnings feed back into the product.

You will own the end-to-end support experience across the customer lifecycle, from launch readiness and implementation through post-launch optimization. You will partner closely with customers to design and run their support motion, identify the moments that drive contacts and dissatisfaction, and turn those insights into playbooks and improvements that make every new launch smoother and every user experience better. You will operate with high autonomy and report to the Head of Support.

This role is for someone who thrives in complexity, communicates confidently with senior customer stakeholders, and uses AI as default leverage to move faster and build better.

What You Will Do

• Be the face of Gigs with customers. Serve as the primary point of contact across pre-sales, implementation, and post-launch. Build the kind of relationships where customers call you first when something goes wrong—because they trust you to fix it.
• Dig into the data. Track activation funnels, identify drop-off and degradation patterns, run root cause analyses on performance issues. Turn what you find into clear, actionable recommendations—not dashboards that collect dust.
• Take field insights back to the product. You'll see where the platform breaks in practice before anyone else does. Structure that knowledge and bring it to Product and Engineering in a way they can act on. You're the closest thing to a field reporter we have.
• Build AI into how you work. Use AI tools to automate recurring tasks, accelerate analysis, prototype lightweight internal tooling, and generally move faster than headcount would otherwise allow. This is a working expectation, not a perk.
• Know the platform end to end. Get deep into how Gigs works—provisioning, billing, support tooling, connectivity infrastructure. You should be able to explain any part of the system to a customer and diagnose any part of it when it fails.
• Build what scales. Write the runbooks, design the workflows, and document what you learn so that the next deployment goes faster than the last. What you build should outlast your direct involvement.
• Keep things moving. Help cross-functional teams stay coordinated and accountable. Unblock what needs unblocking. Reduce friction without creating bureaucracy.

What We Are Looking For

• 4+ years in a demanding operational environment—strategy & operations, bizops, management consulting, technical account management, or somewhere else where you had to figure out how to get hard things done with imperfect information. You've operated under pressure. You know what it feels like to own something that matters.
• You are self-driven and relentlessly proactive. You don't need someone to hand you a problem definition. You find the problem, form a view on how to solve it, and start moving. We'd rather tell you to slow down than push you to speed up.
• AI is part of your working stack. You use AI tools daily—for analysis, automation, building internal tooling, accelerating research. You can point to specific things you've built or automated that didn't exist before you made them. This is a working expectation, not a cultural point.
• You can read the room and the data. Comfortable running SQL, building in spreadsheets, working across BI tools. You can translate a data finding into a business decision and communicate it clearly to technical and non-technical audiences alike.
• Technically curious. You don't need to be an engineer. But you need to be the kind of person who reads API documentation for fun, asks sharp questions in engineering conversations, and understands enough about how systems work to be dangerous in a good way.
• Credible with customers. You can run an external meeting with a customer's executive team, manage post-launch relationships with follow-through and care, and represent Gigs in a way that builds trust rather than dependency.
• High ownership, low ego. You juggle context across multiple workstreams without dropping threads. You take pride in making complex things work reliably, not in getting credit for it. When something is yours, it gets done.

Bonus points if

• You have experience in telecoms, fintech, or B2B SaaS—especially anything touching connectivity, payments, or platform operations.
• You've worked in a customer-facing implementation or technical account management role and know what good looks like.
• You've built or improved internal tooling, reporting infrastructure, or automated workflows using AI or no-code tools.

Salary Range: $140,000 - $190,000

Work At Gigs

At Gigs, we value in-person collaboration. We believe the best ideas, decisions, and relationships are built when teams spend meaningful time together, and our culture is designed around that belief. We support flexibility where it makes sense. Some focused work can be done remotely, and not every role or week looks the same. You should expect regular time in one of our hubs, as well as occasional travel for team workshops, customer meetings, and Gigs Republic, our bi-annual company off-site. Our offices are designed to feel like home-inspired workspaces, with plants, thoughtful tools, and small, tight-knit teams that make collaboration feel natural, energizing, and effective.

What We Offer

At Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data plan