Support Operations Lead

Overview

Job Description

Responsibilities

• - Lead support operations at Attio, owning and scaling the function from strategy through to tactical execution
• - Build proactive, scalable support initiatives to improve the processes, tooling, and prevention strategies that enhance efficiency and enable our team to focus on delivering value to customers
• - Continuously optimize the support team tech stack (including Intercom, Attio, Guru, Notion, Slack, etc.) to remove friction and improve the experience for customers and the support team
• - Lead the refinement of our AI strategy to deliver fast, accurate help, automatically
• - Design, optimize, and maintain support workflows including routing logic, macros, conversation flows, and escalation paths
• - Develop scalable operating procedures and workforce management practices to maximize team efficiency and value delivery to customers
• - Own the data infrastructure for customer-centric support, building actionable dashboards that enable the team to make more informed decisions about product quality, customer health, and support performance
• - Partner cross-functionally with Product, Engineering, Success, and Sales to drive continuous improvement of processes and programs, and align support goals with broader company initiatives
• - Create internal enablement, QA, and training programs to raise team quality and consistency
• - Collaborate closely with our Customer Education team on self-serve content and prevention strategies

Required Skills

• - 4+ years in Support Operations, BizOps, or CX Ops in a B2B SaaS environment
• - Deep familiarity with high-volume, complex, global support queues and the initiatives that support them. You’ve scaled support through hyper-growth, maintaining a high-quality experience
• - Strong technical aptitude. You’re a builder with ''zero-to-one'' expertise, comfortable with a modern support stack and using APIs, AI, business intelligence tools, and automation platforms (Fin, SQL, Sheets/Excel, Omni/Tableau, Zapier/Make/n8n)
• - Skilled with AI, automations, conversation design, and support workflow optimization
• - Highly organized, a systems thinker who brings structure and strategy to ambiguous problems. You thrive in fast-paced, startup environments
• - Expert communicator with a demonstrated ability to lead cross-functional initiatives
• - Strong project management and prioritization skills with the ability to manage multiple initiatives simultaneously. You’re skilled at balancing granular tasks with big-picture vision
• - You’re endlessly curious and passionate about improving the customer experience through leveraging technology with human expertise