Head of Technical Support
About Tabs
Tabs is the leading AI-native revenue platform for modern finance and accounting teams. Tabs agents automates the entire contract-to-cash lifecycle, including billing, collections, revenue recognition, and reporting, to help teams eliminate manual work and accelerate cash flow.
High-growth companies like Cursor and Statsig rely on Tabs to generate invoices directly from contracts, reconcile payments in real time, and automate ASC 606 compliance.
Founded in 2023, Tabs has raised over $91 million from Lightspeed Venture Partners, General Catalyst, and Primary. The team is headquartered in New York and brings deep expertise in finance and AI.
Why This Role Matters
We’re hiring our first Head of Technical Support to build and lead a world-class, customer-obsessed support organization. You’ll own the strategy, team, tooling, and day-to-day operations that keep our customers (we call them “merchants”) running—while turning support insights into product improvements. This is a high-leverage leadership role for a builder who has scaled multi-tier support teams in a fast-growing B2B SaaS environment and knows how to balance speed, quality, and empathy.
What You’ll Do
Build & Lead the Org: Hire, coach, and scale a high-performing multi-tier support team (L1/L2/L3), setting clear SLAs and escalation paths.
Scale Strategy: Grow headcount relative to ARR and merchant acquisition by leveraging technology and AI
Drive Operational Excellence: Own KPIs (FRT, TTR, SLA attainment, CSAT), and build self-service resources (including Knowledge Center) to reduce ticket volume.
Own Incidents & Escalations: Lead Sev1/Sev2 response, executive-level comms, and postmortems; partner with Engineering/Product to prevent repeat issues.
Optimize Tools & Automation: Select and manage the support stack (Pylon/HubSpot, Jira, KBs, analytics), Integrate AI for ticket triage, resolution, and proactive merchant support.
Be the Voice of the Customer: Translate recurring trends into actionable insights, shaping product roadmap and improving customer experience.
Partner Cross-Functionally: Collaborate with Implementations, Success, and Solutions to ensure seamless onboarding, feature adoption, and customer outcomes.
Examples of Impact
Scale the Org: Hire and ramp a high-performing team
Reduce Recurring Issues: Turn recurring product questions into an in-product guide + knowledge base articles to increase self-service and drive down ticket volume per merchant
Create playbooks for common support workflows reducing time to resolution for tickets
Elevate Product Feedback Loops: Establish structured Support→Product cycles that reduce bug-driven tickets and increase % resolved without engineering
What You Bring
8–12+ years in technical support/customer support for B2B SaaS, including 3–5+ years leading managers and multi-tier teams.
Proven experience building and managing a sizable team (10 people) in a high-growth startup; adept at org design, hiring, and coaching. Skilled at scaling support strategically relative to ARR.
Strong technical depth: comfortable with APIs/logs, ERP/finance systems (NetSuite, QuickBooks), and payments (Stripe); able to triage and guide L2/L3 issues..
Expert in support operations: SLAs, queue management, incident response, RCAs, postmortems, and executive escalations.
Fluency with support/ticketing tools (Pylon/HubSpot/Intercom), Omni, Jira, knowledge bases, and analytics; able to build dashboards and make data-driven calls.
Stellar written and verbal communication—clear, calm, and customer-friendly—and a knack for simplifying complex concepts.
Bias to action, thrives under pressure, and comfortable in ambiguity; you balance speed with quality and know when to loop in Engineering/Product.
Nice to have:Experience with RevRec/ASC 606 or finance SaaS, and SQL for ad-hoc analysis.
Why Tabs, Perks, and Benefits
Competitive compensation and equity
100% coverage for healthcare (Medical, Dental, Vision)
Daily meal and coffee stipend for in-office days
Tax-free commuter benefits
Collaborative team environment with real ownership and growth
Learn from a founding team with a track record of multiple IPO exits
Location: NYC
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