Director of SaaS Customer Support Operations & Automation

About the role

We are looking for a seasoned leader to head the customer support function for a fast‑growing B2G SaaS platform that modernises public transportation. The role focuses on building, scaling and automating a high‑performing support organization that serves mission‑critical SaaS customers.

Key responsibilities

• Own end‑to‑end support operations for a complex SaaS product, including team structure, hiring, performance management and culture.
• Lead and mentor a team of ~11 professionals (3 managers, 8‑9 specialists) while collaborating with Product, Engineering and senior leadership.
• Design and implement scalable ticket‑handling, prioritisation, severity management and customer communication processes.
• Identify operational bottlenecks and introduce data‑driven improvements to boost efficiency and consistency.
• Develop support playbooks, documentation standards and repeatable frameworks that reduce manual effort.
• Drive AI, automation and self‑service initiatives, expanding Intercom AI capabilities across the support organization.

Required profile

• Extensive experience leading customer‑facing support teams in a SaaS environment.
• Proven track record of rebuilding support operations, improving metrics and scaling teams.
• Hands‑on leadership style with the ability to assess complex environments, close gaps and deliver measurable results.
• Strong collaboration skills with product, engineering and executive stakeholders.

Required skills

• Intercom (customer communication and AI platform)

What we offer

• Remote work arrangement
• Full‑time independent contractor engagement
• Opportunity to shape support strategy for a cutting‑edge AI‑native transit platform