Head of Support Operations - Scale Customer Care & Systems

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 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.