Attio is hiring a Support Operations Lead to own the systems, strategy, and processes that power our global customer support experience. This high-impact, cross-functional role is for a technical operator who thrives at the intersection of people, process, and technology, building the infrastructure and insights that allow our team to scale efficiently.
What You'll Do
- Lead and scale Support Operations end-to-end, from strategy through tactical execution.
- Design and implement proactive, data-driven workflows that improve response times and increase efficiency.
- Manage and enhance the tools that power our support ecosystem.
- Lead initiatives to leverage AI and automation for faster, smarter customer support.
- Create scalable playbooks and workforce management systems for global time zones.
- Build and maintain dashboards that track customer satisfaction, team performance, and product health.
- Partner with Product, Engineering, Success, and Sales to align on customer experience priorities.
- Create and manage internal enablement, training, and QA programs.
- Work closely with our Customer Education team to expand self-serve experiences.
What We're Looking For
- 4+ years in Support Operations or CX Ops within a B2B SaaS environment.
- Experience scaling support functions through periods of hyper-growth.
- Strong understanding of modern support technology stacks and automation platforms.
- Comfortable building and optimizing systems from the ground up.
- Skilled at using AI to improve support workflows and drive efficiency at scale.
- Exceptionally organized with the ability to turn ambiguity into structure.
- Confident working with data to uncover trends, measure impact, and inform decisions.
- Excellent written and verbal communication skills.
- Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
- A proactive problem-solver who’s always exploring new ways to improve the customer and agent experience.
Technical Stack
- Intercom, Attio, Guru, Notion, Slack
- Fin, Zapier/Make/n8n, BI tools
- APIs, SQL
Team & Environment
You will partner closely with support leadership and report to the Head of Support.
Work Mode
This role is open to candidates globally.
Attio is an equal opportunity employer.
