Technical Customer Support Lead

Join Elliptic, a values-led company that prioritizes employee growth and diversity. As the Technical Customer Support Lead, you will manage the TCS team, drive AI automation projects, and advocate for customer needs at the leadership table. You will have the opportunity to make a significant impact on the company's success and contribute to a diverse and inclusive workplace.

Responsibilities

• Run the team day to day, ensuring queue health, SLAs, and the follow-the-sun coverage model across four hubs.
• Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue.
• Own the AI automation roadmap, career frameworks and SOPs for the team, and work with the team to turn recurring incident types into self-service using AI and other tooling.