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Location

Remote

Employment Type

Full-Time | Independent Contractor

About The Company

A fast-growing B2G SaaS company is helping modernize public transportation through an AI-native transit operations platform. Its cloud-based software enables transit agencies to manage and optimize services such as microtransit, paratransit, fixed-route operations, dispatching, bookings, routing, fleet coordination, and rider experiences.

About The Role

We are seeking a highly experienced Director of SaaS Customer Support Operations & Automation to lead, rebuild, and scale a customer support organization supporting complex, mission-critical SaaS products.

This role is specifically focused on supporting SaaS customers who pay for and actively use a software product. It is not focused on IT delivery, implementation, migration, infrastructure, or managed services projects.

The adecuado candidate has deep experience leading customer-facing support teams in a SaaS environment, managing support managers and specialists, improving support operations through data and process optimization, and implementing automation and AI-driven support workflows.

This is a hands‑on leadership role for someone who can step into a complex support environment, assess what is working, identify gaps, rebuild operational frameworks, and create measurable improvements in customer experience, team performance, efficiency, and scalability.

You will lead a team of approximately 11 professionals, including 3 support managers and 8–9 support specialists, while working closely with Product, Engineering, and Leadership teams.

What You’ll Own SaaS Customer Support Leadership

- Own the end‑to‑end customer support function for a complex SaaS product
- Lead, mentor, and develop support managers and support specialists
- Manage team structure, hiring, performance management, coaching, accountability, and team culture
- Build a high‑performing support organization focused on customer outcomes, speed, quality, and scalability
- Drive operational change management across people, processes, tools, and workflows
- Ensure the support team is equipped to handle technical customer issues, escalations, and product‑related inquiries effectively

Support Operations & Process Improvement

- Evaluate and improve current support processes, workflows, escalation paths, and operating standards
- Create scalable systems for ticket handling, prioritization, severity management, and customer communication
- Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work
- Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency
- Develop support playbooks, documentation standards, and internal operating procedures
- Ensure support processes are designed for scale, not short‑term fixes

AI, Automation & Self‑Service Strategy

- Lead automation and AI adoption across the support organization




- Optimize and expand Intercom AI capabilities and automated support workflows
- Build scalable ticket deflection and self‑service strategies
- Automate repetitive workflows across triage, routing, escalation, follow‑up, and resolution
- Use AI and automation to reduce manual workload while improving customer experience
- Identify opportunities to improve knowledge base quality, customer self‑service, and support team productivity
- Demonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performance

Metrics, Reporting & Operational Excellence

- Define and own operational KPIs and service standards for the support organization
- Track and improve key support metrics, including:
- CSAT
- SLA performance
- Resolution time
- First response time
- Ticket volume trends
- Deflection rates
- Escalation volume
- Backlog health
- Quality of resolution

- Build reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teams
- Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points
- Translate support trends into operational and product improvement recommendations

Technical Collaboration with Product & Engineering

- Serve as the bridge between Support, Product, and Engineering teams
- Represent customer technical issues with clarity, accuracy, and appropriate severity
- Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues
- Participate in technical discussions related to product behavior, customer‑impacting issues, and supportability
- Ensure support insights are used to improve the product and reduce future customer friction

Requirements

- 10+ years of experience in customer support, technical support, support operations, or customer experience operations
- Significant leadership experience owning customer‑facing support organizations end‑to‑end
- Previous experience managing managers and support specialists
- Direct experience supporting SaaS customers who pay for and actively use a software product
- Strong experience with complex, technical, or mission‑critical SaaS products
- Proven experience improving support processes, workflows, escalation paths, and operational systems
- Strong experience using data and metrics to improve support performance
- Hands‑on experience with Intercom or similar customer support platforms
- Proven experience implementing automation, AI,



self‑service, or workflow optimization within a support environment
- Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management
- Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams
- Strong technical fluency and ability to understand complex product issues
- Highly analytical, execution‑oriented, and comfortable leading change in a fast‑paced environment

Must‑Have Experience

- Experience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projects
- Experience managing people, ideally including support managers or team leads
- Experience improving support operations through process improvement, data, automation, AI, or self‑service initiatives
- Experience working closely with Product and Engineering on customer‑impacting technical issues
- Experience building scalable support processes, not just maintaining existing workflows

Not a Fit For This Role

- IT delivery projects
- Software implementation projects
- Migration projects
- Infrastructure or field services support
- Internal IT help desk operations only
- Technical project management without SaaS customer support ownership
- AI engineering or automation development without customer support leadership
- Customer success without direct support operations ownership
- Individual contributor support roles without management experience

Preferred Qualifications

- Experience building or rebuilding support operations in a high‑growth SaaS or technology company
- Experience leading support transformation initiatives
- Experience with Intercom AI, conversational AI, workflow automation, or AI‑driven support tools
- Experience creating or scaling knowledge bases, self‑service resources, and ticket deflection strategies
- Strong background in escalation management and incident severity frameworks
- Experience supporting enterprise or mission‑critical SaaS customers
- Experience creating dashboards, reporting systems, or operational scorecards for support leadership

What We’re Looking For

- A transformational support leader with strong ownership mentality
- A hands‑on operator who can diagnose problems and implement practical solutions
- A metrics‑driven leader who uses data to improve performance
- Someone who understands SaaS customer support deeply and can distinguish support operations from project delivery
- A strong people leader who can coach managers, develop specialists, and create accountability
- A process builder who can create scalable frameworks, not just react to daily issues
- A technically credible partner to Product and Engineering
- A leader who can use automation and AI to make support more efficient, scalable, and customer‑focused

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aqr5a

📌 Remote SaaS Support Ops & Automation Director (Colombia)
🏢 Entrepreneur Cooperative
📍 Colombia