Director of Customer Support Operations – SaaS, Automation

Entrepreneur Cooperative

Director of SaaS Customer Support Operations leading support organization for a SaaS transportation platform. Responsible for process improvement, automation, and customer experience enhancement.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own the end-to-end customer support function for a complex SaaS product.
Lead, mentor, and develop support managers and support specialists.
Manage team structure, hiring, performance management, coaching, accountability, and team culture.
Build a high-performing support organization focused on customer outcomes, speed, quality, and scalability.
Drive operational change management across people, processes, tools, and workflows.
Ensure the support team is equipped to handle technical customer issues, escalations, and product-related inquiries effectively.
Evaluate and improve current support processes, workflows, escalation paths, and operating standards.
Create scalable systems for ticket handling, prioritization, severity management, and customer communication.
Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work.
Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency.
Lead automation and AI adoption across the support organization.
Optimize and expand Intercom AI capabilities and automated support workflows.
Build scalable ticket deflection and self-service strategies.
Define and own operational KPIs and service standards for the support organization.
Track and improve key support metrics.

Requirements

What you’ll need

10+ years of experience in customer support, technical support, support operations, or customer experience operations.
Significant leadership experience owning customer-facing support organizations end-to-end.
Previous experience managing managers and support specialists.
Direct experience supporting SaaS customers who pay for and actively use a software product.
Strong experience with complex, technical, or mission-critical SaaS products.
Proven experience improving support processes, workflows, escalation paths, and operational systems.
Strong experience using data and metrics to improve support performance.
Hands-on experience with Intercom or similar customer support platforms.
Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment.
Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management.
Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams.
Strong technical fluency and ability to understand complex product issues.
Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment.

Benefits

Comp & perks

Please submit your CV in English

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Hard Skills & Tools

customer supporttechnical supportsupport operationscustomer experience operationsSaaS productssupport processesworkflow optimizationautomationAI adoptionsupport KPIs

Soft Skills

leadershipmentoringcoachingcommunicationanalyticalexecution-orientedcollaborationaccountabilityproblem-solvingchange management