Head of Support Ops - Remote, 5-20h/wk, AI Docs & Decks

Ethos; España; Remote; EUR 71,000 - 101,000; Full time

Job summary

Ethos is a remote-first expert network led by a team with McKinsey/SoftBank/DeepMind lineage. We seek a Head of Support Operations to lead customer success efforts for AI-driven document workflows, including dashboards, renewal forecasts, and escalation playbooks.

This role emphasizes high-quality craft of documents, spreadsheets, and slide decks. Ideal candidates have 4+ years in CS or support ops for B2B SaaS, experience with health-score models, and the ability to translate usage data into

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting
• Proven ability to translate messy support and usage data into quarterly business review decks and escalation runbooks that executives and customers both trust
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail

Responsibilities

• Own health-score models and renewal forecasting for a B2B SaaS or services organization
• Translate messy support and usage data into quarterly business review decks and escalation runbooks for executives and customers
• Craft expert-level documents, spreadsheets, and slide decks with meticulous attention to detail

Job description

Ethos is a remote-first expert network led by a team with McKinsey/SoftBank/DeepMind lineage. We seek a Head of Support Operations to lead customer success efforts for AI-driven document workflows, including dashboards, renewal forecasts, and escalation playbooks.

This role emphasizes high-quality craft of documents, spreadsheets, and slide decks. Ideal candidates have 4+ years in CS or support ops for B2B SaaS, experience with health-score models, and the ability to translate usage data into