Head of Support Operations

Rylo; New York (NY); Hybrid; USD 165,000 - 250,000; Full time

Benefits offered by this job

Unlimited time off and sick days

Medical, Dental, and Vision plans with

FSA, HSA, and Telehealth benefits

401(k) plan with company match

Generous stock options

Job summary

Rylo is seeking a Head of Support Operations in New York City to build the operating system behind how customers get help. This role owns processes, tooling, metrics, workflows, and team rhythms to make support reliable, efficient, and easy to improve.

You’ll turn support into a measurable, scalable, customer-centered operation, ensuring fast, clear answers, a robust knowledge base, and actionable feedback into product and leadership decisions.

Qualifications

• Experience leading support operations or customer operations in high-ownership environments.
• Proven ability to design processes, workflows, reporting, and systems from the ground up.
• Strong analytical judgment with the ability to translate insights into action.
• Hands-on experience with support tools, ticketing systems, knowledge bases, automation, and reporting.
• Excellent process design skills and clear customer empathy.
• Ability to partner with product, engineering, operations, and leadership.
• Strong written communication skills and ownership mindset.
• Hybrid role based in New York City.

Responsibilities

• Own Rylo’s support operations strategy, including process design, tooling, reporting, knowledge management, and quality standards.
• Build and improve workflows for ticket intake, routing, escalation, resolution, follow-up, and customer communication.
• Define, track, and report on key support metrics such as response time, resolution time, backlog, CSAT, quality, and team capacity.
• Identify bottlenecks in the support experience and implement practical fixes that improve speed, consistency, and customer outcomes.
• Create clear documentation, playbooks, macros, help center content, and internal knowledge systems that help the team move faster.
• Partner with product and engineering to improve issue escalation, bug reporting, customer feedback loops, and root-cause analysis.
• Establish QA processes that raise the consistency, accuracy, and tone of customer communications.
• Forecast support volume, staffing needs, and operational capacity based on customer demand and business priorities.
• Turn recurring customer issues into insights the broader company can act on.
• Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles.

Skills

Support operations

Analytical judgment

Tools & automation

Stakeholder collaboration

Documentation & templates

Tools

Ticketing systems

Knowledge bases

Reporting workflows

Job description

Rylo is hiring a Head of Support Operations to build the operating system behind how customers get help. This role owns the processes, tooling, metrics, workflows, and team rhythms that make support reliable, efficient, and easy to improve.

You’ll turn support from a reactive function into a measurable, scalable, customer-centered operation. That means making sure customers get clear, timely answers, the team has the systems they need to do excellent work, and the company has a sharp feedback loop from customer issues into product, engineering, and leadership decisions.

The difference you will make

Build the foundation for scalable support. You’ll design the workflows, systems, and standards that help Rylo deliver consistent, high-quality customer support as demand grows.

Create clarity through metrics. You’ll define the support operating dashboard, track the right KPIs, and turn performance data into concrete improvements.

Improve the customer experience. You’ll identify recurring pain points, reduce friction, and make sure customers get faster, clearer, and more useful support.

Strengthen team execution. You’ll create the processes, documentation, QA standards, and rituals that help support teams do their best work.

Connect support to the rest of the company. You’ll make support insights actionable for product, engineering, and leadership, so customer issues shape better decisions.

Raise the bar for operational excellence. You’ll bring structure without bureaucracy, improve what’s broken, and build systems that keep working as the company scales.

What you will do

• Own Rylo’s support operations strategy, including process design, tooling, reporting, knowledge management, and quality standards.
• Build and improve workflows for ticket intake, routing, escalation, resolution, follow-up, and customer communication.
• Define, track, and report on key support metrics such as response time, resolution time, backlog, customer satisfaction, quality, and team capacity.
• Identify bottlenecks in the support experience and implement practical fixes that improve speed, consistency, and customer outcomes.
• Create clear documentation, playbooks, macros, help center content, and internal knowledge systems that help the team move faster.
• Partner with product and engineering to improve issue escalation, bug reporting, customer feedback loops, and root-cause analysis.
• Establish QA processes that raise the consistency, accuracy, and tone of customer communications.
• Evaluate and manage support tools, automations, integrations, and reporting systems.
• Forecast support volume, staffing needs, and operational capacity based on customer demand and business priorities.
• Turn recurring customer issues into insights the broader company can act on.
• Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles.
• Help define what excellent support looks like at Rylo, then build the systems that make it repeatable.

Requirements:

• Experience leading support operations, customer operations, or a closely related function in a high-ownership environment.
• A track record of building support processes, workflows, reporting, and systems from the ground up or significantly improving existing ones.
• Strong analytical judgment, with the ability to define useful metrics, interpret operational data, and translate insights into action.
• Hands-on experience with support tools, ticketing systems, help centers, automation, and reporting workflows.
• Excellent process design skills. You can simplify messy systems, create clarity, and make work easier for the people doing it.
• Strong customer empathy and a clear point of view on what great support feels like.
• Ability to partner effectively with product, engineering, operations, and leadership.
• Excellent written communication skills, especially when creating documentation, customer-facing templates, internal updates, and performance reporting.
• High ownership, strong follow-through, and comfort operating with ambiguity.
• A practical, low-ego approach to problem-solving. You know when to build a lightweight process and when to add more structure.
• This is a hybrid role based in New York City.
• Compensation $165,000 - $250,000 per year, depending on experience and qualifications.

Why this role matters

Support is one of the clearest signals of how customers experience a company. In this role, you’ll shape that experience directly. You’ll build the systems that help Rylo respond faster, learn from customers more effectively, and operate with more precision. For someone who loves making teams better through structure, data, and customer insight, this is a chance to define the support operating model from the inside.

• Work on a fulfilling, life-changing product (literally)
• Join as a key player at an early stage and receive generous options
• Unlimited time off and sick days
• Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits
• 401(k) plan with company match

About us

Rylo is the communication engine for people who are Deaf or hard of hearing. Communication belongs to everyone, and we strongly believe that no moment should go missing.

We work alongside the community. We know the barriers, and we're here to tear them down. Our tools are built for individuals and the businesses that serve them.