Technical Support Lead

About Gigs

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.

Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.

Our team of around 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.

If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.

The Role

As the Technical Support Lead, you will serve as the operational backbone for our regional support team. In our dynamic, high-growth environment, we believe that the most effective leaders stay close to the work rather than managing solely from the sidelines.

You will act as a hands-on leader, combining strategic leadership with direct technical engagement. In this role, you will maintain a direct line to our customers by handling inquiries yourself - not to fill a quota, but to stay sharp on the evolving challenges your team faces. By staying hands-on, you will intuitively spot trends in the queue and address them quickly, ensuring our operations scale efficiently while you guide and mentor your team.

This role is located in our New York hub.

What You Will Do

• Champion Scalability & Automation - Driven by the belief that the best support ticket is the one not created, you will proactively identify and tackle opportunities for self-service and automation. You will focus relentlessly on the efficiency and scalability of the Support organization.

• Identify & Address Trends - You will use your direct engagement with the queue to spot patterns and recurring issues firsthand, ensuring these trends are identified and addressed quickly before they impact the wider customer base.

• Lead & Mentor - You will lead a distributed team of Technical Support Engineers, guiding their day-to-day operations and fostering a culture where the right people are matched to the right problems.

• Strategic Resolution - You will solve tickets alongside your team to ensure outstanding customer experiences, using these interactions to maintain deep familiarity with the Gigs platform and API.

• Global & Strategic Alignment - You will drive alignment between global Support teams, Tier 1 partners, and the wider business, including Product and Engineering. You will ensure that initiatives critical to Support and the customer experience are prioritized appropriately alongside other business goals.

What We Are Looking For

• Experience - You have 5+ years of experience in technical environments, with a minimum of 3+ years in a leadership role.

• Player-Coach Mentality - You lead from the front and are comfortable getting hands-on with the platform and API to ensure you speak the same language as your team and our Engineering groups.

• Effective Leadership - You have a track record of running high-performing, high-trust, and autonomous teams, and you are comfortable navigating them through change and ambiguity.

• Data-Driven Mindset - You are comfortable making decisions with imperfect information and using insights to drive the operational direction of the team.

• Communication Mastery - You possess outstanding communication skills, capable of managing customer expectations while ensuring Support has a strong voice at the table with internal stakeholders.

Before You Apply...

The truth is, what we're building isn't easy. We expect a lot, and operate with urgency and ownership. This won’t be the right place for everyone, and that’s okay.

This role probably isn't a fit if:

• You need a lot of structure, or layers of process to do your best work

• You prefer to specialize narrowly and wait for direction rather than taking initiative

• You’re uncomfortable making decisions with imperfect information or wearing multiple hats

• You’re looking for a “big company” setup — we’re still building many things for the first time

But if you’re excited by the idea of building from zero, working with passion, and leaving your mark on something that matters — we’d love to meet you.

Work at Gigs

At Gigs, we know that different work styles and teams thrive in different environments. Some work best remotely, while others rely on in-person collaboration to spark creativity and drive execution. We’re remote-friendly by design, but we also offer hubs for those who need the energy and focus that only in-person collaboration can bring.

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Gigs Pads: Our hubs in San Francisco, London, Amsterdam, and Berlin are vibrant spots where Gigsters connect, collaborate, and create together.

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Gigs Republic: Twice a year, our entire company comes together to strengthen bonds, align on big ideas, and share experiences that fuel our culture and ignite growth.

What We Offer

At Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data plan

Want to learn more about our benefits, hubs, and what it’s like to work at Gigs? Check out our Careers page.