Lead, mentor, and grow the Customer Operations team
Build a high-performance culture focused on ownership, accountability, and continuous improvement
Define hiring plans, team structure, and career development paths
Set the long-term vision and strategy for Customer Operations
Identify gaps in the current customer experience and build solutions to address them
Align operations with company growth and product priorities
Design and implement scalable support workflows across all channels
Track and improve key support metrics such as response time, resolution time, and CSAT
Drive initiatives that reduce support volume through proactive and smarter support
Introduce AI and automation into the support workflow to improve efficiency and response quality
Identify opportunities to reduce manual work and surface issues earlier
Stay up-to-date on emerging support tooling and AI trends
Partner closely with Product, Sales, and Onboarding teams
Turn customer feedback into actionable insights for product and business improvements
Ensure strong cross-functional alignment around customer experience priorities

Nice to Have

Head of Customer Operations – B2B SaaS

Key skills