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LocationRemoteEmployment TypeFull-Time | Independent ContractorAbout The CompanyA 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 RoleWe 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 OwnSaaS Customer Support LeadershipOwn the end‑to‑end customer support function for a complex SaaS productLead, mentor, and develop support managers and support specialistsManage team structure, hiring, performance management, coaching, accountability, and team cultureBuild a high‑performing support organization focused on customer outcomes, speed, quality, and scalabilityDrive operational change management across people, processes, tools, and workflowsEnsure the support team is equipped to handle technical customer issues, escalations, and product‑related inquiries effectivelySupport Operations & Process ImprovementEvaluate and improve current support processes, workflows, escalation paths, and operating standardsCreate scalable systems for ticket handling, prioritization, severity management, and customer communicationBuild repeatable support frameworks that improve resolution quality and reduce unnecessary manual workIdentify operational bottlenecks and implement practical solutions to improve efficiency and consistencyDevelop support playbooks, documentation standards, and internal operating proceduresEnsure support processes are designed for scale, not short‑term fixesAI,



Automation & Self‑Service StrategyLead automation and AI adoption across the support organizationOptimize and expand Intercom AI capabilities and automated support workflowsBuild scalable ticket deflection and self‑service strategiesAutomate repetitive workflows across triage, routing, escalation, follow‑up, and resolutionUse AI and automation to reduce manual workload while improving customer experienceIdentify opportunities to improve knowledge base quality, customer self‑service, and support team productivityDemonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performanceMetrics, Reporting & Operational ExcellenceDefine and own operational KPIs and service standards for the support organizationTrack and improve key support metrics, including:CSATSLA performanceResolution timeFirst response timeTicket volume trendsDeflection ratesEscalation volumeBacklog healthQuality of resolutionBuild reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teamsUse support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain pointsTranslate support trends into operational and product improvement recommendationsTechnical Collaboration with Product & EngineeringServe as the bridge between Support, Product, and Engineering teamsRepresent customer technical issues with clarity, accuracy, and appropriate severityPartner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issuesParticipate in technical discussions related to product behavior, customer‑impacting issues, and supportabilityEnsure support insights are used to improve the product and reduce future customer frictionRequirements10+ years of experience in customer support, technical support, support operations, or customer experience operationsSignificant leadership experience owning customer‑facing support organizations end‑to‑endPrevious experience managing managers and support specialistsDirect experience supporting SaaS customers who pay for and actively use a software productStrong experience with complex, technical, or mission‑critical SaaS productsProven experience improving support processes, workflows, escalation paths, and operational systemsStrong experience using data and metrics to improve support performanceHands‑on experience with Intercom or similar customer support platformsProven experience implementing automation,



AI, self‑service, or workflow optimization within a support environmentStrong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog managementExcellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teamsStrong technical fluency and ability to understand complex product issuesHighly analytical, execution‑oriented, and comfortable leading change in a fast‑paced environmentMust‑Have ExperienceExperience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projectsExperience managing people, ideally including support managers or team leadsExperience improving support operations through process improvement, data, automation, AI, or self‑service initiativesExperience working closely with Product and Engineering on customer‑impacting technical issuesExperience building scalable support processes, not just maintaining existing workflowsNot a Fit For This RoleIT delivery projectsSoftware implementation projectsMigration projectsInfrastructure or field services supportInternal IT help desk operations onlyTechnical project management without SaaS customer support ownershipAI engineering or automation development without customer support leadershipCustomer success without direct support operations ownershipIndividual contributor support roles without management experiencePreferred QualificationsExperience building or rebuilding support operations in a high‑growth SaaS or technology companyExperience leading support transformation initiativesExperience with Intercom AI, conversational AI, workflow automation, or AI‑driven support toolsExperience creating or scaling knowledge bases, self‑service resources, and ticket deflection strategiesStrong background in escalation management and incident severity frameworksExperience supporting enterprise or mission‑critical SaaS customersExperience creating dashboards, reporting systems, or operational scorecards for support leadershipWhat We’re Looking ForA transformational support leader with strong ownership mentalityA hands‑on operator who can diagnose problems and implement practical solutionsA metrics‑driven leader who uses data to improve performanceSomeone who understands SaaS customer support deeply and can distinguish support operations from project deliveryA strong people leader who can coach managers, develop specialists, and create accountabilityA process builder who can create scalable frameworks, not just react to daily issuesA technically credible partner to Product and EngineeringA leader who can use automation and AI to make support more efficient, scalable, and customer‑focused#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as4da

📌 Director Of Saas Customer Support Operations & Automation (Bogotá)
🏢 Entrepreneur Cooperative
📍 Bogotá