Director of SaaS Customer Support Operations – Automation

🕒 May 21

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Entrepreneur Cooperative

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤝 B2B

📚 Education

B2B • Education • Entrepreneurship

Entrepreneur Cooperative is a community organization designed for founders and entrepreneurs looking to navigate business growth and exit strategies. By offering mentorship pairing seasoned entrepreneurs with newcomers, alongside customized educational initiatives, ECo fosters a supportive environment for members at various stages of their entrepreneurial journey. The cooperative model empowers members to shape the organization's direction, focused on mutual success through shared experiences and resources.

📋 Description

• 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. • 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. • 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. • 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. • 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.

🏖️ Benefits

• None specified