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- Tasks: Lead and scale support operations to enhance customer experience and team efficiency.
- Company: Join Attio, a pioneering AI-native CRM company backed by top VCs, redefining how teams work.
- Benefits: Enjoy remote work options, competitive salary, and a collaborative, innovative culture.
- Why this job: Be part of a mission-driven team that values curiosity and technical problem-solving.
- Qualifications: 4+ years in Support Operations with strong technical skills and project management experience required.
- Other info: Candidates must be located in specific US states; flexible interview process available.
The predicted salary is between 84000 - 105000 ÂŁ per year.
Build and scale the scaffolding that enables our Support team to provide consistently helpful support
Location
Remote [US], Hybrid [London], or Remote [UK]
Attio is on a mission to redefine CRM for the AI era.
We’re building the first AI-native CRM — designed for the most ambitious go-to-market teams. Backed by top VCs including Redpoint, Balderton, and Point Nine, our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.
About the role
Our Customer Support team is the first line of help when customers need it most. We solve problems quickly, clearly, and with care — maximizing the value customers get from Attio. With precision, empathy, and close collaboration across the company, we turn moments of friction into moments of trust.
We’re looking for aSupport Operations Leadwho’s technical, highly organized, and endlessly curious — and wants to help reinvent how millions of people work.
What you\’ll do
Lead support operations at Attio, owning and scaling the function from strategy through to tactical execution
Build proactive, scalable support initiatives to improve the processes, tooling, and prevention strategies that enhance efficiency and enable our team to focus on delivering value to customers
Continuously optimize the support team tech stack (including Intercom, Attio, Guru, Notion, Slack, etc.) to remove friction and improve the experience for customers and the support team
Lead the refinement of our AI strategy to deliver fast, accurate help, automatically
Design, optimize, and maintain support workflows including routing logic, macros, conversation flows, and escalation paths
Develop scalable operating procedures and workforce management practices to maximize team efficiency and value delivery to customers
Own the data infrastructure for customer-centric support, building actionable dashboards that enable the team to make more informed decisions about product quality, customer health, and support performance
Partner cross-functionally with Product, Engineering, Success, and Sales to drive continuous improvement of processes and programs, and align support goals with broader company initiatives
Create internal enablement, QA, and training programs to raise team quality and consistency
Collaborate closely with our Customer Education team on self-serve content and prevention strategies
What you\’ll bring
4+ years in Support Operations, BizOps, or CX Ops in a B2B SaaS environment
Deep familiarity with high-volume, complex, global support queues and the initiatives that support them. You’ve scaled support through hyper-growth, maintaining a high-quality experience
Strong technical aptitude. You’re a builder with “zero-to-one” expertise, comfortable with a modern support stack and using APIs, AI, business intelligence tools, and automation platforms (Fin, SQL, Sheets/Excel, Omni/Tableau, Zapier/Make/n8n)
Skilled with AI, automations, conversation design, and support workflow optimization
Highly organized, a systems thinker who brings structure and strategy to ambiguous problems. You thrive in fast-paced, startup environments
Expert communicator with a demonstrated ability to lead cross-functional initiatives
Strong project management and prioritization skills with the ability to manage multiple initiatives simultaneously. You’re skilled at balancing granular tasks with big-picture vision
You’re endlessly curious and passionate about improving the customer experience through leveraging technology with human expertise
Salary range
US: $120,000 – $150,000
Please note: We are only able to hire candidates in the following US states: California, Florida, Illinois, Kansas, New Jersey, New York, Oregon, and Wisconsin.
What does the hiring process look like?
Applicants can expect the following:
Introductory phone call ~ 30 minutes
Call with Hiring Manager ~ 30 minutes
Call with the Team ~ 30 minutes
Interview ~ 30 minutes
A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo or have other suggestions for us.
Everyone who completes at least one of the above stages will be asked to provide feedback on the overall process and offered some help on their career if it\’s not joining Attio at this time.
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Support Operations Lead employer: Attio Ltd
Contact Detail:
Attio Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Operations Lead
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, such as Intercom, Notion, and Slack. Understanding how these platforms work will not only help you during the interview but also demonstrate your technical aptitude and readiness to hit the ground running.
✨Tip Number 2
Prepare examples of how you've successfully scaled support operations in previous roles. Highlight specific initiatives you've led that improved efficiency or customer satisfaction, as this aligns closely with what Attio is looking for in a Support Operations Lead.
✨Tip Number 3
Showcase your project management skills by discussing how you've balanced multiple initiatives in fast-paced environments. This will illustrate your ability to manage granular tasks while keeping an eye on the bigger picture, which is crucial for this role.
✨Tip Number 4
Engage with the company’s mission and values. Research Attio's approach to AI and customer experience, and be ready to discuss how your passion for improving customer experiences through technology aligns with their goals during the interview.
We think you need these skills to ace Support Operations Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Support Operations Lead position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in support operations, particularly in a B2B SaaS environment. Emphasise your technical skills and any experience you have with tools mentioned in the job description, such as Intercom or SQL.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences through technology. Use specific examples from your past roles to demonstrate your problem-solving abilities and project management skills.
Showcase Your Curiosity: In your application, convey your curiosity and eagerness to learn. Mention any initiatives you've taken to improve processes or workflows in previous roles, as this aligns with the company's focus on continuous improvement.
How to prepare for a job interview at Attio Ltd
✨Showcase Your Technical Skills
As a Support Operations Lead, you'll need to demonstrate your technical aptitude. Be prepared to discuss your experience with support tools and technologies like Intercom, SQL, and automation platforms. Highlight specific examples of how you've used these tools to improve support processes.
✨Emphasise Your Organisational Skills
This role requires strong organisational abilities. During the interview, share instances where you've successfully managed multiple projects or initiatives simultaneously. Discuss how you prioritised tasks and maintained focus on both granular details and the bigger picture.
✨Demonstrate Your Curiosity
Being endlessly curious is key for this position. Prepare to discuss how you've sought out new knowledge or skills in previous roles. Show your passion for improving customer experiences through technology and human expertise, and be ready to ask insightful questions about the company's current challenges.
✨Prepare for Cross-Functional Collaboration
Collaboration across teams is essential at Attio. Be ready to talk about your experience working with different departments, such as Product, Engineering, and Sales. Provide examples of how you've led cross-functional initiatives and the impact they had on support operations.
