Head of Customer Support & Operations

Dockwa; Newport (RI); On-site; USD 110,000 - 170,000; Full time

Job summary

Dockwa in Newport, RI is seeking a senior Head of Customer Operations to lead and scale our support function as we add customers and new products. You will own response times, build deflection systems, and manage a seven-day-a-week seasonal cycle, coordinating with Product and Implementation to drive action from insights.

The role requires 6+ years in customer support and 3+ years leading teams, with hands-on experience in HubSpot, Intercom, Jira, and AI-driven deflection.

Qualifications

• 6+ years in customer support, with 3+ years leading teams
• Experience with seasonal or high-velocity environments
• Experience deploying AI deflection in support

Responsibilities

• Lead and develop a five-person support team and scheduling.
• Own SLA, routing, knowledge base, and AI deflection layer.
• Manage high-severity incidents and coordinate customer communications.
• Design staffing for May–September season across seven days.
• Partner with Product and Implementation to convert repeat tickets into product improvements.

Skills

Customer support leadership

People management

SLA management

Incident management

Tools

HubSpot Service Hub

Intercom

Jira

Job description

Dockwa in Newport, RI is seeking a senior Head of Customer Operations to lead and scale our support function as we add customers and new products. You will own response times, build deflection systems, and manage a seven-day-a-week seasonal cycle, coordinating with Product and Implementation to drive action from insights.

The role requires 6+ years in customer support and 3+ years leading teams, with hands-on experience in HubSpot, Intercom, Jira, and AI-driven deflection.