Technical Support Lead

Company Overview ANCKR 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: Job Summary As 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.Responsibilities Design 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 layers Build and maintain a support knowledge base designed for both humans and AI agents Partner 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 scales Share learnings across ANCKR to inform AI-driven delivery and client platformsRequirements Must-Have 3–5 years in support operations, customer success, or service delivery Experience with multi-channel support tools (Missive, Front, Zendesk, HelpScout) Strong understanding of support workflows, SLAs, and escalations Hands-on experience configuring or integrating AI into workflows(RAG, chatbots, knowledge base search) Ability to design processes and playbooks from scratch Excellent 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/accuracy Tech package (laptop) Paid holidays, PTO, flexible hours Remote-first team with async workflows Direct influence onhow ANCKR scales data operationsSchedule & Expectations Standard hours: Standard working timeIST Must driveteam discipline in process and accuracy Work tracked inClickUp/Sheets , collaboration viaSlack Participation inweekly process reviews & delivery check-ins

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