Head of Technical Support

🕒 Junho 30

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EdSights

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

📚 Educação

☁️ SaaS

🤖 Inteligência Artificial

🔥 Investimento no último ano

💰 $80.000.000 Private Equity Round - EdSights em 2025-09

Education • SaaS • Artificial Intelligence

A EdSights é uma plataforma de sucesso estudantil que amplifica a voz dos alunos para melhorar o engajamento, a retenção e a persistência em instituições de ensino superior. A empresa oferece um sistema de engajamento por SMS com tecnologia de IA, um chatbot de IA para suporte estudantil 24 horas por dia, 7 dias por semana, e análises em tempo real, incluindo um benchmark de Pontuação da Voz do Estudante (SVS) para revelar oportunidades de intervenção e insights institucionais. A EdSights faz parcerias com universidades para fornecer dados conversacionais, intervenções automatizadas e integrações que reduzem a carga de trabalho dos conselheiros, aumentando a satisfação e retenção dos alunos.

Descrição

• Build the Function • Design EdSights’ technical support function: service model, escalation paths, SLAs, and operating principles. • Select and implement a ticketing platform (e.g. Zendesk, Freshdesk, Intercom) and own the full rollout. • Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education. • Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates. • Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and handoff criteria. • Own Performance & Quality • Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership. • Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy. • Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product. • Lead & Scale the Team • Serve as the sole technical support resource in the near term while building the infrastructure for future growth. • Define the hiring roadmap: when to add headcount, what roles to hire, and skills needed at each stage. • Build onboarding and training programs including product curricula, shadowing structures, and ramp milestones. • Develop Deep Technical Expertise • Become the internal authority on EdSights’ Retain and Admit products - how they work, where they break, FAQ, how to triage. • Triage and resolve complex issues involving APIs, integrations, and data flows; use logs and tools like Hex for diagnosis. • Maintain visibility into known product gaps and bugs; communicate proactively with affected customers and the CX team. • Collaborate Cross-Functionally • Partner with Implementation and Partner Success to ensure smooth handoffs from onboarding to ongoing support. • Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication. • Collaborate with Product to ensure customer-reported issues are documented, prioritized, and tracked to resolution.

🎯 Requisitos

• 4 to 7 years in technical support leadership within a B2B SaaS environment. • Proven track record building or significantly scaling a support function, including tooling decisions and process design. • Experience at an early- or growth-stage company where operating without established processes is the norm. • Hands-on experience implementing a ticketing platform including workflows, automations, and reporting. • Comfort working with APIs, webhooks, and integrations. • Experience managing a customer-facing knowledge base and familiarity with AI chatbot/virtual agent platforms. • Strong command of support KPIs with the ability to build reports and translate ticket data into cross-functional insights. • Exceptional written communication skills; able to explain complex issues clearly to non-technical users. • Confident working cross-functionally with Engineering, Product, and CX; able to advocate for customers and present to leadership. • Experience supporting platforms with AI, NLP, or data analytics components. • Familiarity with higher education and FERPA data privacy considerations is a plus.

🏖️ Benefícios

• Remote-friendly work • Unlimited PTO • Paid parental leave • Competitive compensation • New Apple hardware • 401k matching • Strong health and wellness benefits