Support Platform & Operations Lead

What You'll Do

• Own the strategy, execution, and continuous improvement of Hiya’s product support operations across customer-facing products, internal tools, external support platforms, workflows, automation, metrics, and reporting.
• Define clear ownership models for how support requests are handled across Product, Customer Success, Engineering, Sales, Marketing, and other teams.
• Build support systems that reduce avoidable ticket volume, reduce time to resolution, and reduce the number of issues that require a human to solve.
• Establish trusted support reporting: dashboards, recurring summaries, customer pain-point analysis, and feedback loops that help teams make better product decisions.
• Lead the evaluation, implementation, and ongoing improvement of AI-enabled support tools and customer operations platforms.
• Get hands-on with configuration and technical implementation: workflows, automations, integrations, support forms, knowledge sources, routing logic, reporting, and light code or scripting where needed.
• Improve Hiya’s internal support tooling, including customer admin and operator admin tools, by identifying gaps, shaping requirements, validating impact, and collaborating with Product and Engineering.

What We're Looking For

Required:

• 4-8 years of experience in support operations, product support, customer operations, support platform administration, or a similar role.
• Hands-on experience handling customer support tickets and building the processes, workflows, and automations that make ticket handling more efficient.
• Experience owning or administering support and customer operations platforms such as Zendesk, Salesforce, Gleap, Fin, Intercom, Pendo, or similar tools.
• Experience using AI tools, automation, or chatbot platforms to improve support quality, reduce manual work, or create better self-service experiences.
• Strong systems judgment, technical comfort, and execution ability: you can diagnose messy processes, configure tools, work with structured data, build reports, and use light coding or scripting when needed.
• Strong communication and influence skills: you can align stakeholders, lead cross-functional work, and bring teams along without relying on formal authority.
• Ability to work independently in ambiguous environments while staying open to feedback, tradeoffs, and changing priorities.

Preferred:

• Experience building support operations from the ground up or significantly improving an existing support function.
• Experience supporting both consumer mobile apps and B2B SaaS products.
• Experience working with Product and Engineering teams to turn support insights into product improvements.
• Familiarity with product analytics, session replay, business intelligence, or data tools such as Pendo, Amplitude, LogRocket, Sigma, Databricks, or similar platforms.
• Experience working across distributed teams, including international teammates or stakeholders.

Compensation & Benefits

• Base Salary: $80,000 - $106,000
• Equity Compensation: ownership aligned with your impact and the company's growth
• Employer-sponsored Insurance: Medical, dental, and vision (PPO & HDHP); 50% dependent coverage; Health, flexible spending, and dependent care accounts; Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 401(k) with 3% company match (via Fidelity)
• Flexible vacation policy and paid company holidays
• Paid parental leave
• Work-from-home equipment stipend
• $1,000 annually to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 3x per week