The Head of Support leads Mercans' AI-first global product support function, driving automation, self-service, and root cause elimination to reduce support demand. The role oversees L3 Engineering, AI Operations, and a 24/7 Support Engineering team, ensuring SLA compliance, customer satisfaction, operational excellence, and close collaboration with Product, Engineering, Compliance, and Configuration teams.
- Define and execute the AI-driven support strategy, including intelligent triage, auto-resolution, predictive support, and self-service.
- Lead implementation of AI/ML support tools and automation initiatives.
- Partner with AI teams to continuously improve customer support agents and automation capabilities.
- Increase AI auto-resolution while reducing manual intervention and ticket volume.
- Own SLA performance across all clients and report operational metrics to leadership.
- Monitor ticket volume, resolution times, customer satisfaction, first-contact resolution, auto-resolution rates, and recurring issues.
- Drive continuous improvement through root cause elimination, knowledge management, and product feedback.
- Conduct regular operational reviews and implement corrective actions.
- Lead L3 Engineering, AI Operations, and Support Engineering teams.
- Recruit, mentor, and develop high-performing support professionals with strong technical and AI capabilities.
- Manage 24/7 support coverage, shift planning, and on-call processes.
- Foster a culture of continuous improvement where every support issue contributes to product enhancement.
- Partner with Product, Engineering, Compliance, and Configuration teams to resolve recurring issues permanently.
- Manage executive customer escalations and serve as the highest operational escalation point.
- Oversee client allocation and workload balancing to ensure optimal service delivery.
- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field (Master's/MBA preferred).
- Minimum 7 years of SaaS product support or service delivery experience, including at least 3 years in a leadership role.
- Proven success reducing support demand through automation and process improvement.
- Experience implementing AI/ML support technologies, chatbots, intelligent routing, and LLM-based solutions.
- Strong knowledge of ITSM platforms (Jira, YouTrack, or similar), SLA management, analytics, and support operations.
- Excellent leadership, communication, stakeholder management, and data-driven decision-making skills.
- Experience managing technical support, AI, and engineering teams.
- Experience in Payroll, HCM, or FinTech SaaS is highly desirable.
- Reduce open support backlog from 147 to fewer than 60 tickets within 90 days.
- Achieve 100% AI-based ticket categorization and routing within 60 days.
- Reach 30% AI auto-resolution for L1/L2 tickets within 90 days.
- Implement 24/7 global support coverage within 45 days.
- Deliver 20 permanent root cause resolutions through the L3 Engineering team within 90 days.
- Sustain a 20% month-over-month reduction in ticket creation for two consecutive months within the first 90 days.
- Continuously improve SLA performance, customer satisfaction, operational efficiency, and AI adoption through automation and proactive support initiatives.