You will be expected to combine hands-on operational execution with strategic process design. The ideal candidate is highly analytical, systems-oriented, comfortable working across Zendesk/ServiceNow, Jira or similar platforms, and experienced in building Support operations processes in a fast-growing B2B SaaS or cybersecurity environment.
Key Responsibilities
Automation: Own the Support automation roadmap and implement opportunities for triage, routing, and deflection to improve efficiency.
AI-First Approach: translating operational pain points into AI-assisted workflows that improve speed, consistency, data quality, and team efficiency.
Ticket Routing Model: Design and optimize the Support ticket routing model by tier, severity, and skill set to accelerate resolution.
Ticket Taxonomy: Own the ticket taxonomy and governance for issue categorization to enable meaningful trend analysis and product feedback.
Backlog Governance: Own the governance model for backlog health, ensuring clear ownership, status, and proactive reduction mechanisms.
Dashboarding & Reporting: Own operational reporting to provide visibility into team performance, customer experience, and automation impact.
Capacity Planning: Maintain a data-driven capacity model based on volume, complexity, and growth to forecast hiring needs.
Quality Audits: Design and manage the Support quality audit program to improve communication standards and technical outcomes.
Tooling Ownership: Own the operational configuration and governance of tools used by the Support organization
5+ years of experience in Technical Support / Customer Experience Operations, Business Operations, or a related function.
Bachelors degree in Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Data Analytics, or a related field, or equivalent practical experience.
Experience operating in a B2B SaaS, cloud, enterprise software, cybersecurity, or technically complex support environment.
Strong understanding of Technical Support tickets workflows, including intake, triage, severity management, SLA management, escalation, and backlog management
Experience with Support platforms such as Zendesk, Jira, SFDC, Intercom, ServiceNow, or similar systems.
Hands-on experience with automation platforms such as Torq, Make, Zapier etc.,
Proven experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve customer experience and operational efficiency and productivity
Strong process design skills with the ability to turn ambiguous operational problems into scalable workflows.
Excellent written and verbal communication skills.
High accountability, operational discipline, attention to detail, and ability to drive execution in a fast-moving environment.
