Technical Support Lead

Company OverviewANCKR is a U.S.-led, global software development agency that builds digital products, brands, and automation systems with extreme ownership and badass execution. We specialize in AI-enhanced app development, WordPress ecosystems, and process-driven delivery for startups, brands, and enterprise teams. Our WordPress practice focuses on fast, repeatable, high-quality site builds with modern tools, AI support, and pixel-perfect attention to detail.Learn more at: www.anckr.comJob SummaryAs the , you will establish ANCKR’s . Your mission is to design a system where (knowledge base queries, FAQs, routing, RAG-powered suggestions) and humans handle escalations that require deeper context or judgment.You’ll own the — selecting tools (Missive, Front, or AI-driven equivalents), integrating AI into triage flows, setting SLAs, and building a hybrid model of .This role blends with — shaping how ANCKR delivers client and internal support that scales without scaling headcount.ResponsibilitiesDesign and implement ANCKR’s multi-channel support system(email, SMS, chat, Slack, Missive/Front)Define and manage SLAs, escalation paths, and reporting for human support layersBuild and maintain a support knowledge base designed for both humans and AI agentsPartner with Engineering to connect AI models with support tools (e.g., Missive/Front + Supabase vector DB + ANCKR’s internal knowledge base)Create dashboards for response times, resolution rates, and AI deflection rate (% of tickets resolved by AI without human touch)Train and oversee future Support Specialists as the team scalesShare learnings across ANCKR to inform AI-driven delivery and client platformsRequirementsMust-Have3–5 years in support operations, customer success, or service deliveryExperience with multi-channel support tools (Missive, Front, Zendesk, HelpScout)Strong understanding of support workflows, SLAs, and escalationsHands-on experience configuring or integrating AI into workflows(RAG, chatbots, knowledge base search)Ability to design processes and playbooks from scratchExcellent communication skills with clients and internal teamNice-to-Have- Familiarity with vector databases (Supabase, Pinecone, Weaviate)- Experience with ticketing or chat support systems- Agency or SaaS background in fast-paced support environments- Strong reporting/analytics experience (support dashboards, SLA monitoring)Perks:Competitive salary + bonuses for team performance/accuracyTech package (laptop)Paid holidays, PTO, flexible hoursRemote-first team with async workflowsDirect influence on how ANCKR scales data operationsSchedule & ExpectationsStandard hours: Standard working time ISTMust drive team discipline in process and accuracyWork tracked in ClickUp/Sheets, collaboration via SlackParticipation in weekly process reviews & delivery check-ins