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

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

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

📌 Director of SaaS Customer Support Operations (Medellín)
🏢 Entrepreneur Cooperative
📍 Medellín