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Improvado is an AI-powered marketing data platform serving mid-market and enterprise teams. The company automates complex marketing data workflows, unifies data at scale, and surfaces insights through BI and AI. Customers include ASUS, Docker, Activision, and H&R Block. Improvado is a Series A startup backed by $34M in funding.
As Technical Support Team Lead, you will build the automation and AI layer that keeps the support organization fast, reliable, and scalable, while leading a small team of analysts. You will design and ship AI agents, workflows, and tools that embed AI into everyday support work.
Key responsibilities:
• Automation & AI Tooling: Build and maintain automations and AI agents using tools like Claude Code, n8n, Make, and the company's MCP setup. Remove manual support work through ticket triage automation, reply drafting, knowledge-base upkeep, and quality checks. Measure time savings.
• Process Building: Write playbooks and documentation, identify recurring issues, and fix root causes rather than repeating fixes.
• Advanced Troubleshooting: Investigate complex data pipeline issues (API → SQL → platform) and coach the team to develop the same skills.
• Team Leadership: Lead a small team of analysts by setting priorities, owning escalations, maintaining SLAs, and running post-mortems. Provide light-touch mentoring without micromanagement.
• Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success on structured bug feedback and support tooling.
• Continuous Tech Exploration: Test new AI models, agent frameworks, and tools, bringing proven solutions into production.
The role is remote-first. The company offers 20 working days of PTO per year, US holidays, additional days off, and professional development reimbursement.
Requirements:
• AI Builder: Power user of LLMs and coding agents (e.g., Claude Code) with hands-on experience building workflows, agents, or tools that are actively used. Understand prompting vs. orchestrating and can identify and fix incorrect AI output.
• Automation Mindset: Hands-on scripting or automation experience (Python, n8n/Make-style workflow tools, APIs). Demonstrated habit of asking "why does this keep happening?" and solving root causes.
• Database Proficiency: Strong SQL and relational database skills, including complex queries, debugging slow scripts, and finding root causes in complex schemas.
• Radical Ownership: Ability to bring order to chaos, track open issues meticulously, and prefer prevention over reaction.
• Leadership & Independence: Experience coordinating teammates and staying calm under pressure. Formal management experience is a plus but not required.
• Tech Enthusiast: Follow new tools and experiment for professional growth.
• Communication: Fluent English and clear, structured writing skills.
