[Hiring] Director of SaaS Customer Support Operations & Automation @Entrepreneur Cooperative

Role Description

We are seeking a highly experienced Director of SaaS Customer Support Operations & Automation to lead, rebuild, and scale a customer support organization supporting complex, mission-critical SaaS products. This role is specifically focused on supporting SaaS customers who pay for and actively use a software product. It is not focused on IT delivery, implementation, migration, infrastructure, or managed services projects.

The ideal candidate has deep experience leading customer-facing support teams in a SaaS environment, managing support managers and specialists, improving support operations through data and process optimization, and implementing automation and AI-driven support workflows. This is a hands-on leadership role for someone who can step into a complex support environment, assess what is working, identify gaps, rebuild operational frameworks, and create measurable improvements in customer experience, team performance, efficiency, and scalability.

You will lead a team of approximately 11 professionals, including 3 support managers and 8–9 support specialists, while working closely with Product, Engineering, and Leadership teams.

What You’ll Own

• SaaS Customer Support Leadership
  • Own the end-to-end customer support function for a complex SaaS product.
  • Lead, mentor, and develop support managers and support specialists.
  • Manage team structure, hiring, performance management, coaching, accountability, and team culture.
  • Build a high-performing support organization focused on customer outcomes, speed, quality, and scalability.
  • Drive operational change management across people, processes, tools, and workflows.
  • Ensure the support team is equipped to handle technical customer issues, escalations, and product-related inquiries effectively.
• Support Operations & Process Improvement
  • Evaluate and improve current support processes, workflows, escalation paths, and operating standards.
  • Create scalable systems for ticket handling, prioritization, severity management, and customer communication.
  • Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work.
  • Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency.
  • Develop support playbooks, documentation standards, and internal operating procedures.
  • Ensure support processes are designed for scale, not short-term fixes.
• AI, Automation & Self-Service Strategy
  • Lead automation and AI adoption across the support organization.
  • Optimize and expand Intercom AI capabilities and automated support workflows.
  • Build scalable ticket deflection and self-service strategies.
  • Automate repetitive workflows across triage, routing, escalation, follow-up, and resolution.
  • Use AI and automation to reduce manual workload while improving customer experience.
  • Identify opportunities to improve knowledge base quality, customer self-service, and support team productivity.
  • Demonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performance.
• Metrics, Reporting & Operational Excellence
  • Define and own operational KPIs and service standards for the support organization.
  • Track and improve key support metrics, including:
    • CSAT
    • SLA performance
    • Resolution time
    • First response time
    • Ticket volume trends
    • Deflection rates
    • Escalation volume
    • Backlog health
    • Quality of resolution
  • Build reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teams.
  • Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points.
  • Translate support trends into operational and product improvement recommendations.
• Technical Collaboration with Product & Engineering
  • Serve as the bridge between Support, Product, and Engineering teams.
  • Represent customer technical issues with clarity, accuracy, and appropriate severity.
  • Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues.
  • Participate in technical discussions related to product behavior, customer-impacting issues, and supportability.
  • Ensure support insights are used to improve the product and reduce future customer friction.

Qualifications

• 10+ years of experience in customer support, technical support, support operations, or customer experience operations.
• Significant leadership experience owning customer-facing support organizations end-to-end.
• Previous experience managing managers and support specialists.
• Direct experience supporting SaaS customers who pay for and actively use a software product.
• Strong experience with complex, technical, or mission-critical SaaS products.
• Proven experience improving support processes, workflows, escalation paths, and operational systems.
• Strong experience using data and metrics to improve support performance.
• Hands-on experience with Intercom or similar customer support platforms.
• Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment.
• Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management.
• Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams.
• Strong technical fluency and ability to understand complex product issues.
• Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment.

Requirements

• Experience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projects.
• Experience managing people, ideally including support managers or team leads.
• Experience improving support operations through process improvement, data, automation, AI, or self-service initiatives.
• Experience working closely with Product and Engineering on customer-impacting technical issues.
• Experience building scalable support processes, not just maintaining existing workflows.

Preferred Qualifications

• Experience building or rebuilding support operations in a high-growth SaaS or technology company.
• Experience leading support transformation initiatives.
• Experience with Intercom AI, conversational AI, workflow automation, or AI-driven support tools.
• Experience creating or scaling knowledge bases, self-service resources, and ticket deflection strategies.
• Strong background in escalation management and incident severity frameworks.
• Experience supporting enterprise or mission-critical SaaS customers.
• Experience creating dashboards, reporting systems, or operational scorecards for support leadership.

What We’re Looking For

• A transformational support leader with strong ownership mentality.
• A hands-on operator who can diagnose problems and implement practical solutions.
• A metrics-driven leader who uses data to improve performance.
• Someone who understands SaaS customer support deeply and can distinguish support operations from project delivery.
• A strong people leader who can coach managers, develop specialists, and create accountability.
• A process builder who can create scalable frameworks, not just react to daily issues.
• A technically credible partner to Product and Engineering.
• A leader who can use automation and AI to make support more efficient, scalable, and customer-focused.