Support Platform & Operations Lead
$80,000–$106,000 year
On-site · Seattle, Washington, United States
Job Summary
Lead the strategy and execution 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 to ensure consistent answers and well-defined accountability. Build support systems that reduce avoidable ticket volume, shorten time to resolution, and minimize issues requiring human intervention. Establish trusted reporting with dashboards and analyses to surface product insights for better decision-making. Lead the evaluation and implementation of AI-enabled support tools and platforms, and perform hands-on configuration, integrations, routing logic, and light coding where needed. Improve internal support tooling, including admin tools, by identifying gaps and collaborating with Product and Engineering when resources are limited. The role sits on the Product team and functions as a product owner for support operations, driving cross-functional impact and measurable improvements.
Required Qualifications
- 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 processes, workflows, and automations
- 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: diagnose messy processes, configure tools, work with structured data, build reports, and use light coding or scripting when needed
- Strong communication and influence skills: 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
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