Talana Labs builds products that people use every day. We have several internal products: some are linked into a shared network, others live on their own. We have a lot of users, and a lot of questions from them.
We already have a support team of 10 people who do their job well. The service is growing, the user base is growing with it, and we want to take support to the next level: more automation, smarter processes, a higher bar for speed and quality. We need someone who will take the team in hand and lead this upgrade.
What the job is
The main goal is to build a next-generation Help Desk. We want a system that determines the category of a request on its own, handles the first line through AI automation, and escalates everything it can't handle to second-line managers. Add everything that high-volume support can't live without: night shifts, round-the-clock coverage, tightening SLAs, priorities.
We build the system ourselves, so you're not just a user of it. You define what it's missing, argue with the developers about how it should work, test it, and roll it out. Knowing what to fix first comes from you, because you live and breathe this support every day.
What else you'll do
Manage a team of 10: schedules, on-call duty, escalations, quality of responses, hiring and training new people. The people are different and the products are different, and your job is to turn that into a manageable process.
Keep SLAs and the queue under control. You take on the complex and conflict-heavy cases yourself, and set up everything else so the team can close it without you.
Set up omnichannel in a multi-tenant environment. Different tenants have their own reply templates, different products have theirs too, and there are plenty of channels. All of it has to converge into one manageable flow, where the right template is pulled in for the specific product and tenant instead of sprawling across a dozen disconnected chats.
Rebuild the KPIs. Not tweak the numbers, but work out through modeling what each metric really affects, and throw out the ones that measure activity instead of results.
Work hand in hand with product. You're the first to see when something breaks (say, 200 messages to the bot in ten minutes is your signal, not a surprise), and you bring product not complaints but a clear picture: here are the top causes, here's what to fix.
Launch new support products: a knowledge base, self-service, status pages, auto-replies, anything that takes load off the team and makes life easier for the user.
What we're looking for
Experience leading support with a real team, not two people
A technical background: logs, task trackers, talking to developers in their language
The ability to think in data, not gut feelings
The ability to build processes from scratch and carry them through to production use
A human tone in written communication and clear writing
Nice to have
Experience with in-house Help Desk / ticketing systems
A practical understanding of first-line AI automation, not one gained from articles
Omnichannel, multi-tenant architectures
What we offer
Salary: we'll discuss it in the interview, looking at your experience and taking into account the market and your expectations
Terms reviewed once a year based on Performance Review results
Remote work, full-time with a flexible schedule
Learning and training compensation
How to apply: a few words about yourself and about a support operation you once made better than it was before you.