Head of Support Operations
Core
Design and build the operating system for customer support, including workflows, metrics, and team rhythms to ensure reliable, scalable, and efficient service.
Role type
Head of Support Operations
Builds
Scalable support workflows, operational dashboards, knowledge systems, and feedback loops for product/engineering
Domain
Customer Support Operations / SaaS (via careerplan.io/jobs/D8-007-32-F6D-head-of-support-operations-at-rylo)
Required skills
Support operations strategy, process design, metrics definition, workflow optimization, tooling evaluation, QA standards, stakeholder partnership, documentation creation, capacity forecasting
Preferred skills
Experience building support systems from scratch, analytical judgment, customer empathy, ambiguity comfort
Technologies
Ticketing systems, help centers, automation tools, reporting systems
Responsibilities
Own support operations strategy and process design; Build and improve ticket workflows and escalation paths; Define and track key support metrics; Identify bottlenecks and implement fixes; Create documentation and knowledge systems; Partner with product/engineering on feedback loops; Establish QA processes; Manage support tools and automations; Forecast staffing and capacity; Build team operating rhythms
Seniority
Senior, hands-on IC
