Support Platform & Operations Lead

Role overview

This opportunity is being shared for a partner employer that handles all applications and follow-up steps directly. They are seeking a Support Platform & Operations Lead in the United States.

The role offers the chance to define how support is structured, run, and expanded inside a fast-moving technology company that works heavily with AI. You will serve as the operational owner for the support stack, workflows, and systems, making sure customer issues are handled efficiently while support insights help guide product direction. Positioned within the Product organization, this role blends product thinking, operations leadership, and technical system design.

You will focus on lifting support performance through automation, stronger tools, and decisions grounded in data. Success in this role will require both strategic judgment and practical execution, including platform configuration and close partnership with engineering teams. It is well suited to someone comfortable with uncertainty, who enjoys building scalable operational systems that improve both customer experience and internal effectiveness.

Key responsibilities

• Take ownership of the full support operations landscape, covering tools, workflows, automation, reporting, and customer support platforms.
• Set clear accountability across Product, Engineering, Customer Success, Sales, and related groups so issues are resolved consistently.
• Build and refine support processes that lower ticket volume, speed up resolution, and encourage more self-service.
• Create reliable dashboards, reports, and insight mechanisms that expose customer pain points and inform product decisions.
• Evaluate and roll out AI-enabled support tools and automation approaches that improve operational efficiency.
• Configure and administer support systems, including routing rules, integrations, workflows, and reporting setup.
• Work with Product and Engineering to strengthen internal tools and convert support learnings into product improvements.
• Spot process and operational gaps, then improve systems, documentation, and workflows across the support ecosystem.

Requirements

• 4 to 8 years of experience in support operations, customer operations, or support platform administration.
• Practical experience handling customer support tickets and designing scalable support processes.
• Experience using support tools such as Zendesk, Intercom, Salesforce, or comparable platforms.
• Solid understanding of automation, AI-based tools, and self-service support models.
• Technical ability to configure systems, work with structured data, and build reports or dashboards.
• Experience partnering across Product, Engineering, and Customer Success functions.
• Strong communication and stakeholder management skills, including the ability to influence without formal authority.
• Comfort working in fast-paced, ambiguous environments where priorities can shift.
• Exposure to analytics or product insight tools such as Amplitude, Pendo, or similar platforms is an advantage.
• Background in SaaS or consumer-facing digital products is preferred.

Benefits

• Competitive base pay aligned to experience and U.S. market benchmarks.
• Equity participation tied to individual contribution and company growth.
• Full health coverage, including medical, dental, and vision insurance.
• 401(k) plan with employer matching.
• Flexible vacation policy plus paid company holidays.
• Paid parental leave and family support benefits.
• Annual learning and development stipend.
• Home office equipment stipend to support remote work.
• Charitable donation matching.
• Collaborative, high-autonomy culture with strong ownership.

Application and data handling

This hiring process uses an AI-supported matching system to review applications against the role’s main requirements. Suitable candidates are shortlisted and shared with the employer for interviews, assessments, and final decisions.

By submitting an application, candidates acknowledge that personal data may be processed to evaluate candidacy and shared with the employer on a legitimate-interest and pre-contractual basis, where applicable under data protection laws such as GDPR. Applicants may request access, correction, deletion, or objection regarding their data at any time.

Artificial intelligence tools may also be used during parts of the hiring workflow, including application review, resume analysis, response assessment, and basic consistency or verification checks. These tools support the recruitment process but do not replace human judgment, and all final hiring decisions are made by people.