Support Operations Lead
Core
Build infrastructure and processes for enterprise B2B support operations, designing SOPs, managing support tech stacks, and developing dashboards to enable exceptional service at scale.
Role type
Support Operations Lead (IC)
Builds
Enterprise B2B support model with tiered SLAs, automated workflows, and performance dashboards
Domain
Enterprise SaaS / AI Platform / Procurement
Deliverable
dashboards & analysis
Required skills
SOP design, support technology stack management, data analysis, KPI development, AI/ML integration, enterprise B2B support modeling, cross-functional coordination
Preferred skills
Statistical analysis, support automation platforms, customer-facing experience
Technologies
Zendesk, Pylon, Fin, SQL, Tableau, Looker
Responsibilities
Design and document comprehensive SOPs for support workflows and escalation procedures; Implement and manage support technology stack to maximize automation; Develop dashboards and KPI frameworks to track support performance; Leverage AI/ML capabilities to automate routine tasks and prioritize workflows; Build and scale an enterprise B2B support model with tiered SLAs; Partner with leadership to establish response time targets and SLAs
Seniority
Mid-Senior, hands-on IC