Join the Customer Success Operations team as Customer Support Operations Lead for Customer Support, where you will play a critical role in scaling our support function for the next stage of growth.
Reporting to the Sr. Director of Customer Strategy & Operations, you will partner closely with the Customer Support Leadership Team to provide actionable insights, optimize processes, and enhance the customer and agent experience.
You will leverage tools like Freshdesk, Salesforce, JIRA, and related applications to analyze performance metrics, uncover opportunities for improvement, and drive initiatives that increase efficiency, scalability, and customer satisfaction.

Requirements

5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function
3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements
Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration
Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle.
Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment.
Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships.
Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting.

Benefits

Comprehensive medical benefits, 100% paid for employee
401k + matching
Equity Option Grant
Unlimited PTO + Company holidays
Wellness initiatives

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisreportingprocess improvementsystem implementationproject managementperformance metricscustomer experienceKPI analysisbusiness requirements definitionoperational improvements

Soft Skills

analytical problem solvingcommunicationcross-functional collaborationownershipaccountabilityself-starterautonomyrelationship buildingrecommendation formulationinsight translation