Technical Support Lead

About Canals
Canals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.
We're a 70-person team (~45 in engineering), located across North and South America.
The Role
We're launching a new product and hiring a Technical Support Lead to build and scale the support function for our new offering. You'll define workflows, shape customer communication standards, and lead a small team of Support Agents while collaborating with Engineering, Product, and Customer Success.
This is a hands-on role where you'll balance leadership with execution — mentoring your team, troubleshooting complex issues, and building scalable processes to maintain our 1-minute average first response time. You'll work across our multi-product ecosystem, supporting both SaaS and mobile...