Head of Customer Support
Tapi
About Tapi
Tapi is the leading property maintenance software in Australia and New Zealand, trusted by thousands of Property Managers across both countries. Designed to simplify and streamline the maintenance journey, Tapi coordinates every step of the process—from request to resolution—ensuring seamless communication and exceptional outcomes for Property Managers, trades, tenants, and owners. Beloved for its intuitive interface and powerful automation, Tapi is redefining property maintenance coordination across the industry.
Role Overview
We’re hiring a Head of Support to lead our Philippines-based support team and spearhead the implementation of Intercom's FinAI. This role is perfect for someone who’s as comfortable in dashboards as they are in 1:1s, and who thrives on using data and automation to reduce resolution time, boost customer satisfaction, and scale support efficiently.
Check these videos from two of our amazing CSRs - Jessie and Chrystler
Key Responsibilities
AI-First Support Leadership
- Own Intercom’s FinAI performance: Monitor AI response accuracy, containment rates, and feedback loops to drive continuous improvement.
- Maximize deflection: Optimize use of FinAI to reduce manual ticket volume.
- AI training & tuning: Collaborate with Customer Success to regularly improve AI inputs and decision trees.
- Hybrid workflow design: Define smart routing and escalation protocols between FinAI and CSRs for fast, accurate resolutions.
Team & Performance Management
- Manage a high-performing CSR team: Lead and coach a growing remote team to hit KPIs such as:
- First Response Time (FRT)
- Resolution Time
- CSAT Score: >90%
- Ticket Backlog
- Drive operational excellence: Establish consistent ticket triage, SOPs, shift coverage, and QA frameworks.
- Capacity forecasting: Use volume trends and AI automation rates to adjust staffing needs proactively.
Customer Experience & Escalation Oversight
- Own support quality: Implement and iterate QA scorecards, shadow sessions, and CSAT reviews.
- Ensure issue resolution: Personally oversee resolution of high-impact or sensitive issues.
- Champion customer feedback: Translate support insights into actionable product and workflow improvements.
Cross-Functional Collaboration
- Partner with Product & Engineering: Flag trends, bugs, or UX blockers surfaced in support.
- Report & align: Deliver weekly and monthly reporting to leadership on key support metrics, trends, and AI efficacy.
- Influence support strategy: Bring a proactive, data-backed voice to conversations about how Tapi scales support in line with company growth.
What Success Looks Like
- FinAI implementation
- Support scales efficiently with minimal headcount growth, thanks to automation.
- Customer feedback on support consistently scores >96% satisfaction.
- You’ve built a resilient, motivated team that loves helping customers and improving systems.
What We’re Looking For
- 5+ years in customer support or operations, with 2+ years leading remote teams.
- Demonstrated experience using or implementing AI in support environments.
- Expert in customer support metrics and how to move them.
- Highly analytical, with fluency in Intercom
- Tech-forward and process-obsessed, without losing empathy for the end user.
- Excellent communicator across all levels—team, peers, and execs.
- Thrives in dynamic, fast-paced SaaS environments.
Bonus Points
- Experience working with AI training, chatbots, or support automation tools.
- Familiarity with property management, PropTech, or B2B SaaS.
- Has previously scaled support in a high-growth startup environment.
Why Join Tapi?
- Play a critical role in scaling support at a product-led, customer-obsessed SaaS company.
- Drive the rollout of cutting-edge AI tools that directly impact customer experience.
- Join a purpose-driven, remote-first team making property maintenance better for everyone.
- A culture of trust and innovation.
The Recruitment Process
1. Please complete the test that opens when you apply (there are 6 sections in total, please set aside 60 minutes to complete)
2. If you are successful, you’ll be invited to a video interview.
3. If you pass the interview, you'll be offered a job!
Are you ready to help us deliver world-class software solutions that transform the property care industry? Apply now and let’s make property maintenance easier, together!