Service Desk Operations Support

We're a CCaaS/Voice AI company integrated with ServiceNow. Our Global Service Desk supports enterprise customers 24/7, and we need an experienced support operations individual to assist with that. What you'll do: - Oversee service desk operations: ticket queues and escalations - Provide direct customer support via email and voice (phone/video calls) - Guide and coach L1/L2 support engineers, including on effective AI usage - Use AI tools daily (we use Claude and agentic workflows) for triage, RCA drafting, trend analysis, and knowledge base content - Keep runbooks and knowledge base content current - Report on support KPIs What we're looking for: - 5+ years in technical support for B2B SaaS - Hands-on experience using AI tools in real support work, you'll be asked for specifics - Strong written and spoken English, you'll be on calls with enterprise customers - Quiet workspace, reliable internet, and a quality headset for voice support To apply: - Briefly describe (in writing) one escalation you handled end-to-end and its outcome - Your daily overlap hours with US Eastern time - The most impactful way you've used AI in your support work, name the tool and the outcome - Attach a 1-minute video responding to this below scenario as if you were live on a call: A major enterprise customer's contact center has been experiencing intermittent call failures for the past 2 hours. Engineering has identified a likely cause but there is no confirmed fix time yet. You're joining a bridge with the customer's VP of Support, who is frustrated. Record the update you would give them.