Support Operations Lead | SaaS & Field Teams | Flexible PTO

Liftify Prime Hospitality Group; Indianapolis (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Liftify Prime Hospitality Group is building the support experience operators rely on daily—fast, expert help that keeps multi-location brands live, confident, and growing. Lead day-to-day support for operators across every channel, resolve issues quickly, and turn recurring problems into fixes and documentation.

Build scalable playbooks, SLAs, and a knowledge base while partnering with Customer Success and Product to close the loop on customer needs.

Qualifications

• 3+ years in customer support or success, ideally in SaaS.
• A calm, clear communicator who owns problems until they’re solved.
• Comfort troubleshooting software and explaining fixes in plain language.
• Process instinct — you make the second occurrence of a problem easier than the first.

Responsibilities

• Own day-to-day support for operators and their field teams across every channel.
• Resolve issues fast, and turn recurring ones into fixes and documentation.
• Build the support playbooks, SLAs, and knowledge base that scale with the customer base.
• Partner with Customer Success and Product to close the loop on what customers need.
• Track support quality and response metrics, and raise the bar on both.

Skills

Customer support

SaaS experience

Communication

Problem-solving

Job description

Liftify Prime Hospitality Group is building the support experience operators rely on daily—fast, expert help that keeps multi-location brands live, confident, and growing. Lead day-to-day support for operators across every channel, resolve issues quickly, and turn recurring problems into fixes and documentation.

Build scalable playbooks, SLAs, and a knowledge base while partnering with Customer Success and Product to close the loop on customer needs.