Head of Support Operations & Process Excellence

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

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.