Support Operations Lead

Your Money Line

Support Operations Lead managing customer support experiences for Your Money Line, enhancing client satisfaction. Collaborate in refining technical processes and support infrastructure for efficient service delivery.

Posted 5/29/2026full-timeIndianapolis • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Design and own the support infrastructure, processes, and standards that will scale with the business
Analyze ticket trends to identify product issues, user friction, and improvement opportunities
Partner with Product and Engineering teams to escalate bugs and advocate for resolution
Create and maintain internal documentation and customer-facing help resources
Serve as the primary point of contact for customer support inquiries via chat, email, and support tickets
Deliver timely, accurate, and empathetic support to end users and employer clients
Troubleshoot technical issues across mobile and desktop applications
Translate complex technical issues into clear, user-friendly explanations
Track and report on Service Level Agreements (SLAs) and resolution time standards
Help refine support processes to improve efficiency and customer satisfaction

Requirements

What you’ll need

2–4 years of experience in customer support or technical support, preferably in a SaaS environment
Strong technical aptitude with the ability to troubleshoot software issues
Ability to read API documentation, trace integration issues, and communicate technical failures to engineering teams (no coding required, but you need to understand what's breaking and why)
Experience working with ticketing/support platforms
Excellent written communication skills (clear, concise, professional)
Ability to manage multiple priorities and meet SLA/Time Service expectations
Experience building or scaling a support function from scratch (preferred)
Familiarity with mobile (iOS/Android) and web application support (preferred)
Experience supporting B2B customers and/or employer-sponsored benefits platforms (preferred)

Benefits

Comp & perks

Medical Insurance
Dental and Vision Insurance
Life Insurance
401k with a 4% match
Company equity options
Work laptop
Unlimited wellness time off
Unlimited paid time off
Hybrid office model
Paid holidays
Paid maternity, paternity, and adoption leave
HSA and employer HSA contribution
Office snacks
Regular employee events
Fun startup culture
Voted a "Best Place to Work in Indiana" 2023, 2024, 2025, 2026

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingAPI documentationticketing platformsSaaSmobile application supportweb application supportcustomer supporttechnical supportService Level Agreementsresolution time standards

Soft Skills

written communicationempathyproblem-solvingprioritizationcustomer satisfactioncollaborationdocumentationanalytical skillsadvocacyefficiency improvement