About Property Vista

Property Vista is a B2B SaaS platform purpose-built for enterprise real estate and property management. We serve institutional landlords, REITs, and property management companies across North America with a platform that automates tenant communications, payments, leasing, and operations at scale.

About the Role
We do not scale support by linearly hiring armies of frontline agents. We scale by leveraging advanced AI for Tier 1 frontline containment, backed by elite human technical operators at Tier 2 and Tier 3.The Head of Technical Support is the operational master of this 3-tier engine. You will own end-to-end support operations, ruthlessly govern our ticket backlog, and lead our Tier 2 and Tier 3 technical support specialists. Crucially, you will act as the "training loop" between our human resolutions and our AI engine — ensuring that every edge-case solved by a human today is engineered into an automated Tier 1 resolution tomorrow.

Key Responsibilities
1. Tier 1 AI Optimization & Automated ContainmentOwn the AI Frontline:



Act as the operational business owner of Property Vista's Tier 1 AI support layer (custom LLM agents, Zendesk/Intercom AI bots, automated triage).
Continuous Learning Loop: Analyze weekly ticket escalations that bypass Tier 1. Convert Tier 2 and Tier 3 human resolutions into structured knowledge articles, macro workflows, and automated prompt logic so the AI continuously learns and expands its containment boundary.
Deflection Quality Control: Monitor AI response accuracy, hallucination rates, and customer sentiment. Ensure high containment (>80%) does not come at the expense of enterprise customer trust or CSAT.
Metrics Ownership: Establish and maintain dashboards, reporting views, and KPIs. Share across teams as necessary to drive visibility and accountability.

2. Tier 2 & Tier 3 Operational RigorLead the Human Engine: Directly manage, coach, and scale the Tier 2 (Advanced Technical Support) and Tier 3 (Escalations / E

📌 Head of Technical Support (Argentina)
🏢 Property Vista
📍 Argentina