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Head of Support, AI Experience
NYC or CT (Hybrid) • Full-Time
Apply now
Position Overview
We are seeking a Head of Support to build and lead a world-class partner support function as Hatz AI scales across our MSP ecosystem. This is a player-coach role: you’ll directly handle partner support tickets while designing the processes, tooling, and team structure needed to deliver fast, consistent, high-quality support at scale. You’ll own the day-to-day support operation in Intercom, define how issues are triaged and escalated, and serve as the voice of the MSP partner internally—working closely with Product and Engineering to drive resolution and long-term improvements.
Key Responsibilities
Own the end-to-end MSP partner support experience across Intercom (intake, triage, resolution, follow-up, and documentation)
Actively handle and resolve partner tickets (hands-on), including complex and escalated issues
Design and implement scalable support processes: SLAs, severity levels, escalation paths, incident communications, and QA
Build and maintain an internal support “operating system”: tagging, macros, routing, on-call/coverage plans, runbooks, and playbooks
Develop a knowledge base and partner-facing resources to reduce ticket volume and improve time-to-value (FAQs, troubleshooting guides, best practices)
Establish reporting and cadence around key metrics (CSAT, first response time, time to resolution, backlog health, top drivers, escalation rate)
Partner with Product/Engineering to improve root-cause analysis, prioritize partner-impacting work, and close the loop on recurring issues
Create and execute a hiring and growth plan for the support org (roles, leveling, onboarding, coaching, performance expectations)
Improve partner communication and expectation-setting: clear updates, ETAs, release/change communications, and post-incident summaries
Identify trends in partner needs and translate them into actionable product feedback, training opportunities, or process improvements
Required Skills and Qualifications
5+ years in B2B SaaS support (or adjacent technical support / customer operations), including 2+ years leading or mentoring others
Proven “builder” mindset: you’ve stood up or significantly improved support workflows, documentation, and metrics
Demonstrated ability to operate as a player-coach—comfortable being in the queue while building systems and leading others
Strong working knowledge of Intercom (or comparable tooling) including workflows/automation, tagging, reporting, and inbox management
Excellent written and verbal communication skills—able to clearly support MSP partners and communicate internally during escalations
Strong analytical and operational rigor (SLA design, backlog management, root-cause categorization, continuous improvement)
Ability to collaborate effectively with Product and Engineering on triage, prioritization, and issue resolution
Experience supporting MSPs / channel partners is strongly preferred
Benefits
Competitive salary and equity
Comprehensive health, dental, and vision insurance; life and disability insurance, and 401(k) with match
Flexible work hours and hybrid work options (NYC or CT)
Opportunities for professional development and career growth
A collaborative and inclusive work environment
Back to openings
Head of Support, AI Experience
NYC or CT (Hybrid) • Full-Time
Apply now
Position Overview
We are seeking a Head of Support to build and lead a world-class partner support function as Hatz AI scales across our MSP ecosystem. This is a player-coach role: you’ll directly handle partner support tickets while designing the processes, tooling, and team structure needed to deliver fast, consistent, high-quality support at scale. You’ll own the day-to-day support operation in Intercom, define how issues are triaged and escalated, and serve as the voice of the MSP partner internally—working closely with Product and Engineering to drive resolution and long-term improvements.
Key Responsibilities
Own the end-to-end MSP partner support experience across Intercom (intake, triage, resolution, follow-up, and documentation)
Actively handle and resolve partner tickets (hands-on), including complex and escalated issues
Design and implement scalable support processes: SLAs, severity levels, escalation paths, incident communications, and QA
Build and maintain an internal support “operating system”: tagging, macros, routing, on-call/coverage plans, runbooks, and playbooks
Develop a knowledge base and partner-facing resources to reduce ticket volume and improve time-to-value (FAQs, troubleshooting guides, best practices)
Establish reporting and cadence around key metrics (CSAT, first response time, time to resolution, backlog health, top drivers, escalation rate)
Partner with Product/Engineering to improve root-cause analysis, prioritize partner-impacting work, and close the loop on recurring issues
Create and execute a hiring and growth plan for the support org (roles, leveling, onboarding, coaching, performance expectations)
Improve partner communication and expectation-setting: clear updates, ETAs, release/change communications, and post-incident summaries
Identify trends in partner needs and translate them into actionable product feedback, training opportunities, or process improvements
Required Skills and Qualifications
5+ years in B2B SaaS support (or adjacent technical support / customer operations), including 2+ years leading or mentoring others
Proven “builder” mindset: you’ve stood up or significantly improved support workflows, documentation, and metrics
Demonstrated ability to operate as a player-coach—comfortable being in the queue while building systems and leading others
Strong working knowledge of Intercom (or comparable tooling) including workflows/automation, tagging, reporting, and inbox management
Excellent written and verbal communication skills—able to clearly support MSP partners and communicate internally during escalations
Strong analytical and operational rigor (SLA design, backlog management, root-cause categorization, continuous improvement)
Ability to collaborate effectively with Product and Engineering on triage, prioritization, and issue resolution
Experience supporting MSPs / channel partners is strongly preferred
Benefits
Competitive salary and equity
Comprehensive health, dental, and vision insurance; life and disability insurance, and 401(k) with match
Flexible work hours and hybrid work options (NYC or CT)
Opportunities for professional development and career growth
A collaborative and inclusive work environment
Back to openings
Head of Support,
AI Experience
NYC or CT (Hybrid) • Full-Time
Apply now
Position Overview
We are seeking a Head of Support to build and lead a world-class partner support function as Hatz AI scales across our MSP ecosystem. This is a player-coach role: you’ll directly handle partner support tickets while designing the processes, tooling, and team structure needed to deliver fast, consistent, high-quality support at scale. You’ll own the day-to-day support operation in Intercom, define how issues are triaged and escalated, and serve as the voice of the MSP partner internally—working closely with Product and Engineering to drive resolution and long-term improvements.
Key Responsibilities
Own the end-to-end MSP partner support experience across Intercom (intake, triage, resolution, follow-up, and documentation)
Actively handle and resolve partner tickets (hands-on), including complex and escalated issues
Design and implement scalable support processes: SLAs, severity levels, escalation paths, incident communications, and QA
Build and maintain an internal support “operating system”: tagging, macros, routing, on-call/coverage plans, runbooks, and playbooks
Develop a knowledge base and partner-facing resources to reduce ticket volume and improve time-to-value (FAQs, troubleshooting guides, best practices)
Establish reporting and cadence around key metrics (CSAT, first response time, time to resolution, backlog health, top drivers, escalation rate)
Partner with Product/Engineering to improve root-cause analysis, prioritize partner-impacting work, and close the loop on recurring issues
Create and execute a hiring and growth plan for the support org (roles, leveling, onboarding, coaching, performance expectations)
Improve partner communication and expectation-setting: clear updates, ETAs, release/change communications, and post-incident summaries
Identify trends in partner needs and translate them into actionable product feedback, training opportunities, or process improvements
Required Skills and Qualifications
5+ years in B2B SaaS support (or adjacent technical support / customer operations), including 2+ years leading or mentoring others
Proven “builder” mindset: you’ve stood up or significantly improved support workflows, documentation, and metrics
Demonstrated ability to operate as a player-coach—comfortable being in the queue while building systems and leading others
Strong working knowledge of Intercom (or comparable tooling) including workflows/automation, tagging, reporting, and inbox management
Excellent written and verbal communication skills—able to clearly support MSP partners and communicate internally during escalations
Strong analytical and operational rigor (SLA design, backlog management, root-cause categorization, continuous improvement)
Ability to collaborate effectively with Product and Engineering on triage, prioritization, and issue resolution
Experience supporting MSPs / channel partners is strongly preferred
Benefits
Competitive salary and equity
Comprehensive health, dental, and vision insurance; life and disability insurance, and 401(k) with match
Flexible work hours and hybrid work options (NYC or CT)
Opportunities for professional development and career growth
A collaborative and inclusive work environment
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