Customer Support Operations Lead Full Time

How you’ll add value:
Track, analyze, and communicate performance metrics: Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership
Define tooling requirements: Act as a business owner and power user of Freshdesk and related tools (Zendesk, ServiceNow, Intercom, etc.); define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation.
Streamline support processes: Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience.
Refine AI support strategy: Drive initiatives that leverage AI to deliver faster, more accurate customer help and improve agent efficiency.
Drive Customer Support strategy: Design and deliver critical initiatives that strengthen the Support function’s impact on renewals, retention, and overall customer success.
Provide thought leadership: Research and apply industry-leading support operations methodologies, ensuring our team remains efficient, innovative, and customer-focused.
Build scalable initiatives: Develop proactive programs, processes, and prevention strategies that improve efficiency and enable Support to focus on delivering customer value.
Partner cross-functionally on data and systems projects: Collaborate with the Systems, Product, and Analytics teams to design metrics, align data definitions, improve tooling, and drive data-informed decision making across the customer lifecycle.
Partner with leadership: Act as a trusted advisor to the Support Leadership Team, ensuring alignment between operational initiatives and long-term strategy, providing the visibility, insights, and recommendations they need to make data-driven decisions.

What you’ll need to be successful in this role:

• 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.