Director of Support Operations

Job Summary

Leading the systems and processes that drive customer support excellence, the full-time Director of Support Operations will manage a small team while overseeing the support tech stack, designing workflows, and ensuring compliance in a remote environment.

Key responsibilities

• Own and continuously improve the support tech stack, including tools like Zendesk and Salesforce
• Design and maintain workflows for ticket routing, SLA policies, and escalations
• Drive system roadmap and evaluate new capabilities to enhance support operations

Required qualifications

• 5+ years in customer support or support operations, with at least 1-2 years of direct people management experience
• Experience in B2B SaaS products within regulated industries such as healthcare
• Atlassian administrator certification
• Strong analytical skills with experience in building dashboards and reporting
• Demonstrated experience in designing support processes and QA programs at scale