[Hiring] Technical Support Team Lead @Improvado

Role Description

As a Technical Support Team Lead, you build the automation and AI layer that keeps our support organization fast, reliable, and scalable, and you lead the small team that runs on top of it. We are building an AI-first support function, and you will design and ship the agents, workflows, and tools that embed AI into everyday support work.

What You'll Do

• Automation & AI Tooling: Build and maintain automations and AI agents (with tools like Claude Code, n8n, Make, and our MCP setup) that remove manual support work, from ticket triage and reply drafting to knowledge-base upkeep and quality checks. Measure the time they save.
• Process Building: Write playbooks and documentation, spot recurring issues, and fix root causes instead of repeating fixes.
• Advanced Troubleshooting: Investigate complex data pipeline issues (API → SQL → platform) and coach the team to do the same.
• Team Leadership: Lead a small team of Analysts: set priorities, own escalations, keep SLAs on track, and run post-mortems. Light-touch mentoring, not micromanagement.
• Cross-Functional Collaboration: Work with Engineering, Product, and Customer Success on structured bug feedback and support tooling.
• Continuous Tech Exploration: Test new AI models, agent frameworks, and tools, and bring the ones that work into production.

Qualifications

• AI Builder: A power user of LLMs, coding agents (e.g. Claude Code), and automation platforms (e.g. n8n, Make, Zapier) who has built a workflow, agent, or tool that is actually used. You understand prompting vs. orchestrating and can spot and fix wrong AI output.
• Automation Mindset: Hands-on scripting or automation experience (Python, n8n/Make-style workflow tools, APIs), and a habit of asking "why does this keep happening?"
• Database Proficiency: Strong SQL and relational databases: complex queries, debugging slow scripts, finding root causes in complex schemas.
• Radical Ownership: You bring order to chaos, never lose track of open issues, and prefer prevention over reaction.
• Leadership & Independence: Experience coordinating teammates and staying calm under pressure. Formal management is a plus, not a prerequisite.
• Tech Enthusiast: You follow new tools and experiment for fun.
• Clear Communication: Fluent English and clear, structured writing.

Benefits

• Remote-first environment
• Strong product/market fit: marketing data product for US-based enterprises
• 20 working days of PTO per year
• US holidays and additional days off
• Professional development reimbursement