Director of SaaS Customer Support Operations & Automation

About the role

We are looking for a seasoned leader to head the SaaS Customer Support Operations and Automation function for a fast‑growing B2G SaaS company that modernises public transportation. The role is fully remote and reports to senior leadership, working closely with Product, Engineering and other stakeholders to deliver a world‑class support experience for mission‑critical transit software.

Key responsibilities

• Own the end‑to‑end support function for a complex SaaS product, managing a team of ~11 professionals (3 managers, 8‑9 specialists).
• Recruit, coach, and develop support managers and specialists, establishing performance metrics and a strong team culture.
• Design and implement scalable support processes, ticket‑handling frameworks, escalation paths and severity management.
• Identify operational bottlenecks and drive data‑based improvements to increase efficiency, resolution quality and customer satisfaction.
• Lead the adoption of AI and automation tools, expanding Intercom AI capabilities and building self‑service workflows.
• Collaborate with Product and Engineering to ensure the support team can address technical issues and product inquiries effectively.

Required profile

• Proven experience leading customer‑facing support teams in a SaaS environment, preferably at a senior or director level.
• Hands‑on leadership style with a track record of rebuilding and scaling support operations.
• Strong analytical mindset and ability to translate data into process improvements.
• Excellent communication skills and ability to work cross‑functionally with product, engineering and executive teams.

Required skills

• Intercom (or similar customer messaging platform)
• AI‑driven automation tools
• Ticketing and support workflow systems