---
title: 'Support Strategy & Operations at Gigs'
canonical: 'https://feeny.ai/job/support-strategy-operations-gigs-new-york-jgyctt4rzdsk'
type: 'job'
last_seen: '2026-09-09'
---

# Support Strategy & Operations at Gigs

- **Company:** Gigs
- **Location:** New York, NY
- **Posted:** 2026-05-12
- **Last confirmed live:** 2026-09-09
- **Apply:** https://gigs.com/careers?gh_jid=4864343101

## Job description

## About Gigs

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.

Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.

Our team of around 150 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.

If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.

Things We Care About

We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard.

- Speed. We move and we ship. We set bold deadlines and treat every week like it matters.
- Ownership. If you see something broken, fix it. We don't wait for permission.
- Customer Obsession. Our customers' product is our product.
- Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information.
- First principles. We don't ask how things have been done before. We ask why they were done that way at all.

## The Role

Launching a mobile service requires stitching together carriers, regulations, payments, and support across markets. We’ve built the platform. The next challenge is scaling operations so customers go live smoothly, stay healthy, and their learnings feed back into the product.

You will own the end-to-end support experience across the customer lifecycle, from launch readiness and implementation through post-launch optimization. You will partner closely with customers to design and run their support motion, identify the moments that drive contacts and dissatisfaction, and turn those insights into playbooks and improvements that make every new launch smoother and every user experience better. You will operate with high autonomy and report to the Head of Support.

This role is for someone who thrives in complexity, communicates confidently with senior customer stakeholders, and uses AI as default leverage to move faster and build better.

## What You Will Do

- Be the face of Gigs with customers. Serve as the primary point of contact across pre-sales, implementation, and post-launch. Build the kind of relationships where customers call you first when something goes wrong—because they trust you to fix it.
- Dig into the data. Track activation funnels, identify drop-off and degradation patterns, run root cause analyses on performance issues. Turn what you find into clear, actionable recommendations—not dashboards that collect dust.
- Take field insights back to the product. You'll see where the platform breaks in practice before anyone else does. Structure that knowledge and bring it to Product and Engineering in a way they can act on. You're the closest thing to a field reporter we have.
- Build AI into how you work. Use AI tools to automate recurring tasks, accelerate analysis, prototype lightweight internal tooling, and generally move faster than headcount would otherwise allow. This is a working expectation, not a perk.
- Know the platform end to end. Get deep into how Gigs works—provisioning, billing, support tooling, connectivity infrastructure. You should be able to explain any part of the system to a customer and diagnose any part of it when it fails.
- Build what scales. Write the runbooks, design the workflows, and document what you learn so that the next deployment goes faster than the last. What you build should outlast your direct involvement.
- Keep things moving. Help cross-functional teams stay coordinated and accountable. Unblock what needs unblocking. Reduce friction without creating bureaucracy.

## What We Are Looking For

- 4+ years in a demanding operational environment—strategy & operations, bizops, management consulting, technical account management, or somewhere else where you had to figure out how to get hard things done with imperfect information. You've operated under pressure. You know what it feels like to own something that matters.
- You are self-driven and relentlessly proactive. You don't need someone to hand you a problem definition. You find the problem, form a view on how to solve it, and start moving. We'd rather tell you to slow down than push you to speed up.
- AI is part of your working stack. You use AI tools daily—for analysis, automation, building internal tooling, accelerating research. You can point to specific things you've built or automated that didn't exist before you made them. This is a working expectation, not a cultural point.
- You can read the room and the data. Comfortable running SQL, building in spreadsheets, working across BI tools. You can translate a data finding into a business decision and communicate it clearly to technical and non-technical audiences alike.
- Technically curious. You don't need to be an engineer. But you need to be the kind of person who reads API documentation for fun, asks sharp questions in engineering conversations, and understands enough about how systems work to be dangerous in a good way.
- Credible with customers. You can run an external meeting with a customer's executive team, manage post-launch relationships with follow-through and care, and represent Gigs in a way that builds trust rather than dependency.
- High ownership, low ego. You juggle context across multiple workstreams without dropping threads. You take pride in making complex things work reliably, not in getting credit for it. When something is yours, it gets done.

Bonus points if

- You have experience in telecoms, fintech, or B2B SaaS—especially anything touching connectivity, payments, or platform operations.
- You've worked in a customer-facing implementation or technical account management role and know what good looks like.
- You've built or improved internal tooling, reporting infrastructure, or automated workflows using AI or no-code tools.

Salary Range: $140,000 - $190,000 Work At Gigs

At Gigs, we value in-person collaboration. We believe the best ideas, decisions, and relationships are built when teams spend meaningful time together, and our culture is designed around that belief. We support flexibility where it makes sense. Some focused work can be done remotely, and not every role or week looks the same. You should expect regular time in one of our hubs, as well as occasional travel for team workshops, customer meetings, and Gigs Republic, our bi-annual company off-site. Our offices are designed to feel like home-inspired workspaces, with plants, thoughtful tools, and small, tight-knit teams that make collaboration feel natural, energizing, and effective.

## What We Offer

At Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data plan

Want to learn more about our benefits, hubs, and what it’s like to work at Gigs? Check out our [Careers](https://gigs.com/careers) page.

## About Gigs

## Company Overview
- **One-liner**: Gigs provides the operating system for embedded telecom, enabling any tech brand to become a mobile provider by offering phone and data plans through an API and white-label UIs.
- **Entity Type**: Private (Series B, total funding $97M)
- **Headquarters**: San Francisco, California, USA (with hubs in London and Berlin)
- **Founded**: 2020
- **Founders**: Hermann Frank (CEO) and Dennis Bauer

## Core Business
- **Primary industry**: Embedded connectivity / Telecom infrastructure
- **Target customers**: B2B – tech brands, fintech companies, enterprises, and any digital platform that wants to offer mobile plans to their users.
- **Mission or purpose**: Make connectivity seamless, universally accessible, and affordable by bridging the gap between telecom carriers and modern digital platforms.

## Products & Services
- **API**: A single, developer-friendly telecom API across multiple carriers and global markets for integrating connectivity natively into products.
- **Connect**: A modular, no-code white-label hosted checkout for mobile plans (signup, payment, SIM activation, plan management).
- **Dashboard**: A central cockpit for managing subscriptions, payments, devices, and analytics across multiple carriers and markets.
- **Payments**: Fully integrated recurring billing, refunds, tax calculation/remittance, and payouts for mobile services.
- **Operator AI**: An agentic AI assistant built for telecom that helps users self-serve requests directly in chat, reducing support tickets.
- **Sessions**: Simpler, faster signups with pre-filled data from a partner’s own systems.
- **Discover**: A sleek custom landing page for mobile plans, no code required.
- **Devices**: Hardware meets SIM – device management and fulfillment.
- **Travel**: Roaming and data solutions for travelers.
- **Work**: Employee phone plan management for businesses.
- **Fintech**: Bundling bank cards with SIM cards.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: **Total Funding** – $97M across three rounds (Seed 2021, Series A $20M in April 2022 led by Gradient Ventures, Convertible Note $4M in Sept 2022, Series B $73M in Dec 2024 led by Ribbit Capital). Annual revenue reported as $2.0M (LinkedIn estimate).
- **Notable Investors/Partners**: Ribbit Capital (lead Series B), Gradient Ventures (Google’s AI venture fund, lead Series A), Y Combinator (W21 batch). Also backed by the CEOs of Uber, DoorDash, and OpenAI.
- **Growth Signals**: Headcount grew 63.6% YoY to 133 employees (as of mid-2026). Active job postings increased 261.9% year-over-year. Operates in 24 countries. Engineering team distributed across 14 countries.

## Competitive Advantages
- **Vertically integrated platform**: Single OS that handles carrier relationships, compliance (as Carrier of Record), billing, taxes, and customer support – replacing ten vendors.
- **Carrier of Record**: Gigs takes full telecom compliance off the partner’s plate, minimizing legal and regulatory risk.
- **Top-tier backing**: Investors include Ribbit Capital, Google’s Gradient Ventures, and Y Combinator, plus endorsements from industry leaders.
- **Developer-first approach**: Clean API, OpenAPI spec, and extensive documentation designed for fast integration.
- **Multi-carrier, multi-market**: One API across premium networks in multiple countries, enabling rapid geographic expansion.

## Strategic Focus
- Expand embedded telecom into new verticals like fintech (bank card + SIM), travel, and employee plans.
- Scale the Operator AI agent to further reduce support overhead and improve self-service.
- Continue extracting services from the monolith into a more distributed system (Go microservices) to support growing complexity.
- Grow headcount aggressively, especially in engineering, sales, and partner management.

## Why Work Here
- **Remote-first culture**: No requirement to be in an office; team members are based in 14 countries. Travel perks to hubs and co-working spaces.
- **Hubs and pads**: Physical workspaces in San Francisco, London, Berlin, New York, and Amsterdam with free bedrooms for visiting Gigsters.
- **Bi-annual offsites**: Legendary company-wide gatherings twice a year for in-person collaboration.
- **Engineering culture**: Modern stack – Ruby on Rails monolith with Go services, Next.js/TypeScript frontend, GCP, Terraform, event-driven architecture (PubSub). Strong emphasis on performance, consistency, and developer experience.
- **Flexible workplace model**: Employees can work from home, hubs, or co-working spaces (company-paid).
- **High growth environment**: 63%+ headcount growth, active hiring across multiple roles, opportunity to shape a rapidly scaling platform.
- **Diverse team**: Employees from top companies like Stripe, Adyen, Revolut, Uber, and Klarna.

## Sources
1. [gigs.com](https://gigs.com/) – Company homepage and product descriptions
2. [gigs.com/careers](https://gigs.com/careers) – Careers page, culture, and benefits
3. [gigs.com/engineering](https://gigs.com/engineering) – Engineering culture, tech stack, and remote policy
4. [linkedin.com](https://www.linkedin.com/company/meetgigs) – LinkedIn company profile (headcount, revenue, funding, growth)
5. [ycombinator.com](https://www.ycombinator.com/companies/gigs/jobs) – Y Combinator company profile (founding details, batch, size)

## Other roles at Gigs

- [Brand Marketing Lead](https://feeny.ai/job/brand-marketing-lead-gigs-san-francisco-1ndkkce0dzfk) — San Francisco, CA
- [Technical Project Manager, Carrier Integrations](https://feeny.ai/job/technical-project-manager-carrier-integrations-gigs-europe-xgz8wnakzb79) — Europe
- [Founding GTM, Strategic Growth](https://feeny.ai/job/founding-gtm-strategic-growth-gigs-san-francisco-wx4t8qbkmqvh) — San Francisco, CA
- [Business Operations](https://feeny.ai/job/business-operations-gigs-san-francisco-01jppn051ayf) — San Francisco, CA / New York, NY / London, United Kingdom
- [Controlling & Accounting Lead](https://feeny.ai/job/controlling-accounting-lead-gigs-amsterdam-xvp24c691rgr) — Amsterdam, Netherlands
- [Growth Strategy and Ops](https://feeny.ai/job/growth-strategy-and-ops-gigs-london-aq4hp7gpy0fm) — London, United Kingdom
- [Workplace Manager](https://feeny.ai/job/workplace-manager-gigs-berlin-pz2esqbf06vm) — Berlin, Germany
- [Finance Business Partner](https://feeny.ai/job/finance-business-partner-gigs-amsterdam-y8fxpqfw21m0) — Amsterdam, Netherlands
- [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-gigs-london-743te6fgj3qy) — London, United Kingdom
- [Roaming Lead](https://feeny.ai/job/roaming-lead-gigs-europe-4er6gpe6db0f) — Europe