Postúlate en Kit Empleo: kitempleo.com.co/empleo/1as4qd

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 idóneo 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/1as4qd

📌 Director of SaaS Customer Support Operations & Automation (Colombia)
🏢 Entrepreneur Cooperative
📍 Colombia