Support Operations Lead

About the role

The role includes operating standards, workforce planning, service metrics, quality management, process design, automation, coaching, and cross-functional execution.

What you'll do

• Set operating standards and measures for response time, quality, productivity, capacity, and customer outcomes.
• Develop workforce, capacity, coaching, and performance-improvement plans.
• Replace one-off fixes with reusable processes, tools, and automation.
• Partner with support engineering, data, fraud and risk, and product teams on operational improvements.

What we're looking for

• Experience leading support operations in a technology company.
• Strong coaching, accountability, capacity-planning, and performance-management skills.
• Fluency with operational metrics, dashboards, experiments, process design, and automation.
• The ability to translate support problems into clear technical and operational requirements.

Preferred experience

• Experience scaling support through organizational design, tooling, or workflow automation.

Equal opportunity

Entlegnant, the company behind Leiolai, is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, veteran status, genetic information, or any other status protected by law.

Applicants must be at least 18. If you need an accommodation during the application process, email talent@leiolai.com.