About Palabra.ai

Palabra is revolutionizing global communication with AI-powered real-time audio and video translation. Our mission is to eliminate linguistic and cultural barriers. As we expand our API, SaaS, and desktop offerings, we need a Head of Support to build a truly world-class customer-experience organization.

About the role

As Palabra.ai Head of Support, you will design, own, and continuously improve every aspect of the support function. You’ll lead a distributed team that spans time zones, ensuring our enterprise and developer customers receive fast, accurate, and empathetic help 24/7.

• Process leadership – Define and iterate support workflows, SLAs, runbooks; drive self-service and automation where possible.
• Global team management – Hire, mentor, and schedule support engineers across the globe to guarantee follow-the-sun coverage.
• Quality Assurance – Monitor key metrics, conduct regular QA audits, and provide feedback to the team.
• Cross-functional collaboration – Act as the voice of the customer for Product, Research, and Engineering; manage incident communication and root-cause feedback loops.
• Technical enablement – Maintain a deep enough understanding of our stack to reproduce issues, craft workarounds, and write clear escalation reports.
• Best-practice evangelism – Introduce industry-standard tooling and operational excellence frameworks.

Who you are

At Palabra.ai, we are an enthusiastic and globally spread team, each member fueled by a passion for AI-driven speech technologies. As part of our team, you'll be immersed in an environment that values initiative, mutual support, and personal accountability. You'll take full ownership of challenges from start to finish, readily acquiring any necessary knowledge to ensure good results, pursue excellence in every aspect of your work, and consistently exceed expectations. A willingness to learn and a humble approach are essential, as they are the keys to effectively supporting our team and clients.

Base qualifications

• BS/MS/PhD in Computer Science or a related field.
• 7+ years in customer support and technical support, with over 3 years of leadership experience in a similar position.
• Direct experience in a worldwide company serving customers across multiple regions.
• Familiar with AWS and Kubernetes-based deployments.
• Experience with modern logging and monitoring tools.
• Solid experience with Linux.
• Basic scripting (Bash, Python) and programming knowledge.