• Responsible for leading and scaling frontline support team across chat, phone, and email channels • Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment • Directly manage a team of Support Specialists and serve as the operational leader of live support environment • Ensure customers receive fast, high-quality, and consistent support • Owners of Intercom configuration and optimization, improve support efficiency through automation • Monitor and improve metrics such as first response time, CSAT, and phone handle time • Deliver structured call coaching, QA calibration, and real-time feedback • Handle escalations and provide leadership during high-pressure customer situations