Product Support & Enablement Lead

Skills

About the Role

You will lead and develop the L1 Product Support team, helping it resolve more customer issues without escalating to L2. You will run day-to-day delivery, define ownership and escalation paths with L2, train agents on technical investigation across Vibe, Studio and APIs, create playbooks, improve tooling and automation including Intercom Fin, and partner with Product and Engineering on recurring issues.

Requirements

• Significant experience in customer-facing technical support, product support or support operations
• Senior people-management experience leading a Support team
• Strong technical judgment and troubleshooting skills including API errors
• Experience managing support queues, escalations and service quality
• Experience improving workflows, tooling or knowledge management
• Ability to use support data to identify bottlenecks
• Excellent written and verbal English communication
• Comfort working across time zones and functions

Responsibilities

• Lead, coach and develop a distributed L1 Product Support team
• Own day-to-day L1 delivery including queue prioritization and backlog management
• Define ownership of L1 queues and handoffs to L2
• Monitor service quality, response times, backlog health and customer satisfaction
• Train agents to investigate and resolve technical issues across Vibe, Studio and APIs
• Create playbooks, troubleshooting guides and escalation criteria
• Improve support tooling, routing, workflows and macros
• Develop AI-assisted support and automation including Intercom Fin
• Build reporting and operating reviews
• Develop onboarding materials and technical training
• Share customer insights with Product, Engineering and go-to-market teams

Benefits

• Healthcare coverage
• Parental leave
• Retirement plans
• Relocation support
• Wellness programs
• Meal and transportation allowances