Director of SaaS Customer Support Operations & Automation

Company: Entrepreneur Cooperative

★ PLEASE SUBMIT YOUR CV IN ENGLISH ★
Location: Remote
Employment Type: Full-Time | Independent Contractor
Please submit your CV in English
About The Company
A fast-growing B2G SaaS company is helping modernize public transportation through an AI-native transit operations platform. Its cloud-based software enables transit agencies to manage and optimize services such as microtransit, paratransit, fixed-route operations, dispatching, bookings, routing, fleet coordination, and rider experiences.
About The Role
We are seeking a highly experienced Director of SaaS Customer Support Operations & Automation to lead, rebuild, and scale a customer support organization supporting complex, mission-critical SaaS products.
This role is specifically focused on supporting SaaS customers who pay for and actively use a software product. It is not focused on IT delivery, implementation, migration, infrastructure, or managed services projects.
The ideal candidate has deep experience leading customer-facing support teams in a SaaS environment, managing support managers and specialists, improving support operations through data and process optimization, and implementing automation and AI-driven support workflows.
This is a hands-on leadership role for someone who can step into a complex support environment, assess what is working, identify gaps, rebuild operational frameworks, and create measurable improvements in customer experience, team performance, efficiency, and scalability.
You will lead a team of approximately 11 professionals, including 3 support managers and 8–9 support specialists, while working closely with Product, Engineering, and Leadership teams.
What You’ll Own
SaaS Customer Support Leadership
* Own the end-to-end customer support function for a complex SaaS product
* Lead, mentor, and develop support managers and support specialists
* Manage team structure, hiring, performance management, coaching, accountability, and team culture
* Build a high-performing support organization focused on customer outcomes, speed, quality, and scalability
* Drive operational change management across people, processes, tools, and workflows
* Ensure the support team is equipped to handle technical customer issues, escalations, and product-related inquiries effectively
Support Operations & Process Improvement
* Evaluate and improve current support processes, workflows, escalation paths, and operating standards
* Create scalable systems for ticket handling, prioritization, severity management, and customer communication
* Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work
* Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency
* Develop support playbooks, documentation standards, and internal operating procedures
* Ensure support processes are designed for scale, not short-term fixes
AI, Automation & Self-Service Strategy
* Lead automation and AI adoption across the support organization
* Optimize and expand Intercom AI capabilities and automated support workflows
* Build scalable ticket deflection and self-service strategies
* Automate repetitive workflows across triage, routing, escalation, follow-up, and resolution
* Use AI and automation to reduce manual workload while improving customer experience
* Identify opportunities to improve knowledge base quality, customer self-service, and support team productivity
* Demonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performance
Metrics, Reporting & Operational Excellence
* Define and own operational KPIs and service standards for the support organization
* Track and improve key support metrics, including:
* CSAT
* SLA performance
* Resolution time
* First response time
* Ticket volume trends
* Deflection rates
* Escalation volume
* Backlog health
* Quality of resolution
* Build reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teams
* Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points
* Translate support trends into operational and product improvement recommendations
Technical Collaboration with Product & Engineering
* Serve as the bridge between Support, Product, and Engineering teams
* Represent customer technical issues with clarity, accuracy, and appropriate severity
* Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues
* Participate in technical discussions related to product behavior, customer-impacting issues, and supportability
* Ensure support insights are used to improve the product and reduce future customer friction
Requirements
* 10+ years of experience in customer support, technical support, support operations, or customer experience operations
* Significant leadership experience owning customer-facing support organizations end-to-end
* Previous experience managing managers and support specialists
* Direct experience supporting SaaS customers who pay for and actively use a software product
* Strong experience with complex, technical, or mission-critical SaaS products
* Proven experience improving support processes, workflows, escalation paths, and operational systems
* Strong experience using data and metrics to improve support performance
* Hands-on experience with Intercom or similar customer support platforms
* Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment
* Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management
* Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams
* Strong technical fluency and ability to understand complex product issues
* Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment
Must-Have Experience
* Experience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projects
* Experience managing people, ideally including support managers or team leads
* Experience improving support operations through process improvement, data, automation, AI, or self-service initiatives
* Experience working closely with Product and Engineering on customer-impacting technical issues
* Experience building scalable support processes, not just maintaining existing workflows
Not a Fit For This Role
This role is not a fit for candidates whose experience is primarily in:
* IT delivery projects
* Software implementation projects
* Migration projects
* Infrastructure or field services support
* Internal IT help desk operations only
* Technical project management without SaaS customer support ownership
* AI engineering or automation development without customer support leadership
* Customer success without direct support operations ownership
* Individual contributor support roles without management experience
Preferred Qualifications
* Experience building or rebuilding support operations in a high-growth SaaS or technology company
* Experience leading support transformation initiatives
* Experience with Intercom AI, conversational AI, workflow automation, or AI-driven support tools
* Experience creating or scaling knowledge bases, self-service resources, and ticket deflection strategies
* Strong background in escalation management and incident severity frameworks
* Experience supporting enterprise or mission-critical SaaS customers
* Experience creating dashboards, reporting systems, or operational scorecards for support leadership
What We’re Looking For
* A transformational support leader with strong ownership mentality
* A hands-on operator who can diagnose problems and implement practical solutions
* A metrics-driven leader who uses data to improve performance
* Someone who understands SaaS customer support deeply and can distinguish support operations from project delivery
* A strong people leader who can coach managers, develop specialists, and create accountability
* A process builder who can create scalable frameworks, not just react to daily issues
* A technically credible partner to Product and Engineering
* A leader who can use automation and AI to make support more efficient, scalable, and customer-focused
Powered by JazzHR
Pm9Q6Dy1gT

apply