Head of Support Operations

The difference you will make

Build the foundation for scalable support. You’ll design the workflows, systems, and standards that help Rylo deliver consistent, high-quality customer support as demand grows.

Create clarity through metrics. You’ll define the support operating dashboard, track the right KPIs, and turn performance data into concrete improvements.

Improve the customer experience. You’ll identify recurring pain points, reduce friction, and make sure customers get faster, clearer, and more useful support.

Strengthen team execution. You’ll create the processes, documentation, QA standards, and rituals that help support teams do their best work.

Connect support to the rest of the company. You’ll make support insights actionable for product, engineering, and leadership, so customer issues shape better decisions.

Raise the bar for operational excellence. You’ll bring structure without bureaucracy, improve what’s broken, and build systems that keep working as the company scales.

What you will do

Own Rylo’s support operations strategy, including process design, tooling, reporting, knowledge management, and quality standards.
Build and improve workflows for ticket intake, routing, escalation, resolution, follow-up, and customer communication.
Define, track, and report on key support metrics such as response time, resolution time, backlog, customer satisfaction, quality, and team capacity.
Identify bottlenecks in the support experience and implement practical fixes that improve speed, consistency, and customer outcomes.
Create clear documentation, playbooks, macros, help center content, and internal knowledge systems that help the team move faster.
Partner with product and engineering to improve issue escalation, bug reporting, customer feedback loops, and root-cause analysis.
Establish QA processes that raise the consistency, accuracy, and tone of customer communications.
Evaluate and manage support tools, automations, integrations, and reporting systems.
Forecast support volume, staffing needs, and operational capacity based on customer demand and business priorities.
Turn recurring customer issues into insights the broader company can act on.
Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles.
Help define what excellent support looks like at Rylo, then build the systems that make it repeatable.

Requirements
Experience leading support operations, customer operations, or a closely related function in a high-ownership environment.
A track record of building support processes, workflows, reporting, and systems from the ground up or significantly improving existing ones.
Strong analytical judgment, with the ability to define useful metrics, interpret operational data, and translate insights into action.
Hands-on experience with support tools, ticketing systems, help centers, automation, and reporting workflows.
Excellent process design skills. You can simplify messy systems, create clarity, and make work easier for the people doing it.
Strong customer empathy and a clear point of view on what great support feels like.
Ability to partner effectively with product, engineering, operations, and leadership.
Excellent written communication skills, especially when creating documentation, customer-facing templates, internal updates, and performance reporting.
High ownership, strong follow-through, and comfort operating with ambiguity.
A practical, low-ego approach to problem-solving. You know when to build a lightweight process and when to add more structure.
This is a hybrid role based in New York City.
Compensation $165,000 – $250,000 per year, depending on experience and qualifications.