Support Operations Lead — Developer Success Systems

Nubeero Limited; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Privy is seeking a Support Operations Associate to own the internal systems and workflows that keep the Developer Success team efficient, responsive, and focused. You’ll triage issues across our support stack and improve CRM hygiene.

You’ll partner with Account Management, Solutions Engineers, Forward Deployed Engineers, and Sales, while your day-to-day work will impact Privy and Stripe as a whole. This is a high-leverage role that rewards detail, systems thinking, and execution.

Qualifications

• 1–3 years of experience in support operations or related role.
• Highly organized with strong attention to detail and a bias toward action.
• Strong judgment to prioritize and elevate issues.
• Familiar with customer-support tooling (Pylon, Zendesk, Intercom, Jira) and Slack.
• Experience maintaining CRM data in HubSpot or Salesforce.
• Strong written and verbal communication for issue tracking and coordination.
• Systems mindset for scalable internal processes.

Responsibilities

• Own triage and routing for inbound support tickets across the Developer Success team.
• Maintain data hygiene, consistency, and accuracy across our support stack (Pylon, Slack, HubSpot, and others).
• Partner with Sales, Engineering, and Product to improve support processes.
• Create and maintain internal runbooks for ticket triage, escalations, and engineering handoffs.
• Identify operational gaps and implement scalable workflows to improve customer response.

Skills

Communication

Organization

Process-oriented

Systems thinking

Tools

Pylon

Zendesk

Intercom

Jira

Slack

HubSpot

Salesforce

Job description

Our mission is to make privacy and user ownership the default online. To do so, we build simple, flexible APIs and tools for developers that make it easy to build new products on crypto rails.

Privy owns the abstractions and infrastructure layer above wallets, integrating across chains, third-party providers, and Stripe products like Treasury and Link. We get to solve hard technical problems while leveraging Stripe's distribution to reach customers like Ramp, Klarna, Deel, Kraken, Hyperliquid, and Fomo — powering experiences for both mainstream users and crypto natives.

As a Support Operations Associate at Privy, you will own the internal systems and workflows that keep our Developer Success team efficient, responsive, and focused. You’ll serve as air traffic control for support requests – triaging issues across our support stack (Pylon, Slack, HubSpot, and more), improving internal workflows, and maintaining CRM and support-data hygiene.

You’ll partner closely with Account Management, Solutions Engineers, Forward Deployed Engineers, and Sales, while your day-to-day work will have impact across Privy, and Stripe as a whole.

This is a high-leverage operations role where attention to detail, a systems mindset, and a bias for execution will make you critical to making our customers successful.

Responsibilities

• Own triage and routing for inbound support tickets from both Privy developers and end users of Privy applications, ensuring issues are assigned, tracked, and resolved promptly and efficiently across the Developer Success team.
• Maintain data hygiene, consistency, and accuracy across our support stack, including Pylon, Slack, HubSpot, and other systems.
• Partner with cross-functional teams—including Sales, Engineering, and Product—to continuously improve the quality and efficiency of support processes.
• Create and maintain internal runbooks for ticket triage, escalations, and engineering-support handoffs.
• Identify operational gaps and implement scalable workflows that help the team respond to customers more effectively.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

• 1–3 years of experience in support operations, customer experience, technical program management, or a related operational role.
• Highly organized and process-driven, with strong attention to detail and a bias toward action and ownership.
• Strong intuition for customer sentiment and urgency, with sound judgment about how to prioritize and escalate issues.
• Familiarity with customer-support tooling, such as Pylon, Zendesk, Intercom, or Jira, and communication platforms like Slack.
• Comfort working across systems and maintaining high-quality CRM data in tools such as HubSpot or Salesforce.
• Strong written and verbal communication skills, especially for issue tracking, coordination, and process documentation.
• A systems mindset and enthusiasm for building internal processes that scale with the business.

Preferred qualifications

• Experience at a developer-tools or infrastructure company, or experience working closely with engineering and product teams.
• Experience working with APIs, coding with AI, or using AI to automate tasks and operational processes.