Support Platform & Operations Lead in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Platform & Operations Lead based in the United States.
This role is a unique opportunity to shape how product support is designed, operated, and scaled within a fast-growing, AI-driven technology environment. You will act as the operational owner of support systems, tools, and workflows, ensuring that customer issues are resolved efficiently and that insights from support directly inform product strategy. The position sits within the Product organization and combines elements of product ownership, operations leadership, and technical systems design. You will be responsible for improving support performance through automation, better tooling, and data-driven decision-making. The role requires a strong balance of strategic thinking and hands-on execution, including configuration of support platforms and collaboration with engineering teams. This is an impactful position for someone who thrives in ambiguity and enjoys building scalable systems that improve both customer experience and internal efficiency.
- 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.
- 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 products is preferred.
- Competitive base salary aligned with experience and market benchmarks in the United States.
- Equity compensation aligned with individual impact and company growth.
- Comprehensive health coverage, including medical, dental, and vision insurance.
- 401(k) retirement plan with employer matching.
- Flexible vacation policy and paid company holidays.
- Paid parental leave and family support benefits.
- Annual learning and development stipend to support professional growth.
- Work-from-home equipment stipend to support remote productivity.
- Charitable donation matching program.
- Collaborative, high-autonomy environment with strong ownership culture.