Company
SaaS
SupportPlatform&OperationsLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Support Platform & Operations Lead. Skills: Support operations, Platform administration, Process optimization, Stakeholder management. Own and evolve end-to-end support operations. Define clear ownership models across teams”
What You'll Achieve.
Reduce ticket volume; Improve resolution speed; Increase self-service adoption; Drive product decisions
Industry & Context.
Issue resolution; Root cause analysis
What They're Looking For.
Must Have
4–8 years of experience in support operations, customer operations, or support platform administration, Hands-on experience managing customer support tickets, Hands-on experience building scalable workflows and processes, Experience with support platforms such as Zendesk, Intercom, Salesforce, or similar tools, Understanding of automation, AI tools, and self-service support solutions, Technical aptitude with the ability to configure systems, Technical aptitude with the ability to work with structured data, Technical aptitude with the ability to build reports or dashboards, Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams, Communication and stakeholder management skills, Ability to influence without direct authority, Comfortable working in ambiguous, fast-paced environments with evolving priorities
Nice to Have
Experience with analytics or product insight tools such as Amplitude, Pendo, or similar platforms is a plus, Exposure to SaaS or consumer-facing digital products is preferred
What You'll Do.
Own and evolve end-to-end support operations
Define clear ownership models across teams
Design and optimize support processes
Build and maintain trusted reporting systems
Build and maintain dashboards
Build and maintain insights
Lead the evaluation of AI-driven support tools
Lead the implementation of AI-driven support tools
Lead the evaluation of automation solutions
Lead the implementation of automation solutions
Configure support platforms
Manage support platforms
Collaborate with Product and Engineering
Improve internal tools
Translate support insights into product enhancements
Identify operational gaps
Continuously improve systems
Continuously improve processes
Continuously improve documentation
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Customer Success teams; Sales teams
Communication Scope
Stakeholder management
Full Job Description
## Accountabilities Own and evolve end-to-end support operations, including tools, workflows, automation, reporting, and customer support platforms. Define clear ownership models across Product, Engineering, Customer Success, Sales, and other teams to ensure consistent issue resolution. Design and optimize support processes to reduce ticket volume, improve resolution speed, and increase self-service adoption. Build and maintain trusted reporting systems, dashboards, and insights that surface customer pain points and drive product decisions. Lead the evaluation and implementation of AI-driven support tools and automation solutions to enhance operational efficiency. Configure and manage support platforms, including workflows, routing logic, integrations, and reporting systems. Collaborate with Product and Engineering to improve internal tools and translate support insights into product enhancements. Identify operational gaps and continuously improve systems, processes, and documentation across the support ecosystem. Requirements: 4–8 years of experience in support operations, customer operations, or support platform administration roles. Hands-on experience managing customer support tickets and building scalable workflows and processes. Experience with support platforms such as Zendesk, Intercom, Salesforce, or similar tools. Strong understanding of automation, AI tools, and self-service support solutions. Technical aptitude with the ability to configure systems, work with structured data, and build reports or dashboards. Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams. Strong communication and stakeholder management skills, with the ability to influence without direct authority. Comfortable working in ambiguous, fast-paced environments with evolving priorities. Experience with analytics or product insight tools such as Amplitude, Pendo, or similar platforms is a plus. Exposure to SaaS or consumer-facing digital produc
Applying for this Support Platform & Operations Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about this company?
Real rants from real employees. Read before you apply.