Enterprise Support Team Lead

As the Enterprise Support Team Lead, you'll oversee our Enterprise Support operations and lead a global team supporting our most strategic accounts. This is a critical leadership position that requires both deep technical expertise and exceptional people management skills. You'll be responsible for maintaining world-class responsiveness, driving operational excellence, and ensuring our enterprise customers receive the highest level of support.

Responsibilities

• Lead and develop your team: Hire, mentor, and grow talented support specialists; drive higher performance and create a culture of excellence.
• Own enterprise support operations end-to-end: Manage day-to-day metrics, KPIs, and ensure smooth operations across global shifts and time zones.
• Provide hands-on technical support: Maintain your own technical expertise by actively supporting enterprise customers and complex issues alongside your team.
• Drive operational improvements: Identify gaps and bottlenecks, create and implement new workflows, KPIs, and targets; operationalize improvements across the team.
• Bridge critical functions: Serve as a primary conduit between Support, Engineering, and Revenue teams; communicate customer needs and product gaps to leadership.
• Ensure global coverage: Manage scheduling and coverage to support enterprise customers across all time zones with consistent quality and responsiveness.
• Build and maintain documentation: Ensure your team has clear, accurate, and up-to-date resources to support customers effectively.

Requirements

• Deep technical expertise: Seasoned subject matter expert with strong understanding of customer support, the AI landscape, APIs, different AI such as TTS and LLMs, and telephony systems (e.g. Twilio, SIP, WebSockets).
• Proven leadership experience: Track record of building and leading high-performing teams, developing people, and driving results.
• Technical execution capability: Able to perform the work yourself and mentor others; comfortable reading and troubleshooting code as well as more ambiguous troubleshooting such as AI.
• Operational excellence: Experience managing metrics, KPIs, and smooth operations in fast-moving environments; strong administrative and organizational skills.
• Problem-solving mindset: Proactively identify gaps and drive solutions rather than just raising issues; work across stakeholders to action outcomes.
• Experience in B2B or enterprise support: Familiarity with the demands of supporting strategic accounts and managing complex customer relationships.

Who You Are

• A committed leader: Prepared to address critical issues and ensure coverage outside standard work hours; possess the flexibility and drive this global role demands.
• Passionate about people and performance: Genuinely interested in developing your team, pushing them to do more, and creating an environment where they can excel.
• Not afraid to speak up: Take up space, voice concerns when you see problems, and stand up for your team, even when communicating with senior leadership.
• Analytically sharp: Approach problems with first-principles thinking and data-driven decision-making.
• A strong communicator: Translate technical complexity into clear, actionable insights for customers, your team, and leadership.
• Self-directed and driven: Don't wait for instructions; hold yourself and your team to a high standard.
• Energized by impact: Thrive in a startup environment where things move fast and you can have real influence on the company's direction.