Head of Support Operations

Jobtailor; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor is seeking a leader to own and evolve our support operations strategy in New York. You will design processes, tooling, and knowledge systems, while building efficient workflows for ticket handling and customer communication.

Guiding metrics on response times, resolution quality, backlog, and customer satisfaction, you will identify bottlenecks and drive improvements with cross-functional partners, ensuring high-ownership and customer empathy.

Qualifications

• Experience leading support operations, customer operations, or related function in a high-ownership environment.
• Track record of building or significantly improving support processes, workflows, reporting, and systems.
• Strong analytical judgment with ability to define metrics and translate data into action.
• Hands-on experience with support tools, ticketing systems, help centers, automation, and reporting workflows.
• Excellent process design skills and customer empathy.

Responsibilities

• Own 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 and customer satisfaction.
• Identify bottlenecks in the support experience and implement fixes.
• Create documentation, playbooks, macros, and knowledge systems.
• Partner with product and engineering on escalation, bug reporting, and feedback loops.
• Establish QA processes for customer communications.

Skills

Support operations leadership

Process design

Analytical judgment

Written communication

Customer empathy

Problem solving

High ownership

Follow through

Collaboration

Tools

Support tools

Ticketing systems

Help centers

Reporting systems

Automation tools

Job description

• 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
• Create documentation, playbooks, macros, help center content, and internal knowledge systems
• Partner with product and engineering on issue escalation, bug reporting, customer feedback loops, and root-cause analysis
• Establish QA processes for customer communications
• Evaluate and manage support tools, automations, integrations, and reporting systems
• Forecast support volume, staffing needs, and operational capacity
• Turn recurring customer issues into actionable company insights
• Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles
• Define excellent support and build repeatable systems

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
• 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

Core Competencies

Demonstrates expertise in support operations strategy, process design, and workflow improvement, with a strong focus on metrics tracking and customer satisfaction. Capable of building documentation and knowledge management systems while collaborating effectively with cross‑functional teams.

Highest-signal resume keywords

• Support Operations Leadership
• Process Design
• Analytical Judgment
• Support Tools Experience
• Written Communication

ATS Optimization Keywords

Hard Skills

• Process Design
• Workflow Improvement
• Metrics Tracking
• Documentation Creation
• Quality Assurance Processes
• Customer Communication Standards
• Operational Capacity Forecasting
• Data Interpretation
• Automation Implementation
• Ticketing Systems

Soft Skills

• Customer Empathy
• Problem‑Solving
• High Ownership
• Strong Follow‑Through
• Collaboration

Industry Keywords

• Support Operations
• Customer Operations
• Continuous Improvement
• Customer Satisfaction
• Feedback Loops

Tools & Technologies

• Support Tools
• Ticketing Systems
• Help Centers
• Reporting Systems
• Automation Tools