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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:
- Build and maintain automations and AI agents using tools like Claude Code, n8n, Make, and custom MCP setups to remove manual support work, including ticket triage, reply drafting, knowledge-base upkeep, and quality checks. Measure time savings.
- Write playbooks and documentation, identify recurring issues, and fix root causes rather than repeating fixes.
- Investigate complex data pipeline issues (API → SQL → platform) and coach the team to develop the same troubleshooting skills.
- Lead a small team of analysts: set priorities, own escalations, maintain SLAs, and run post-mortems.
- Collaborate cross-functionally with Engineering, Product, and Customer Success on structured bug feedback and support tooling.
- Test new AI models, agent frameworks, and tools, bringing proven solutions into production.
Requirements:
- Proven experience as a power user of LLMs and coding agents (e.g., Claude Code), with hands-on experience building workflows, agents, or tools that are actively used in production.
- Strong hands-on scripting or automation experience (Python, n8n/Make-style workflow tools, APIs) with a mindset of identifying and eliminating recurring manual work.
- Strong SQL and relational database proficiency: ability to write complex queries, debug slow scripts, and find root causes in complex schemas.
- Experience coordinating teammates and staying calm under pressure. Formal management experience is a plus but not required.
- Fluent English with clear, structured written communication.
- Demonstrated ability to bring order to chaos, track open issues meticulously, and prefer prevention over reaction.
- Interest in following new tools and experimenting with emerging technologies.
