About The Role
Our Customer Support team is one of Attio’s strongest differentiators, delivering an industry‑leading 98% CSAT. We’re building an AI‑native CRM and need a Support Operations Lead to own the systems, strategy, and processes that power our global support experience.
The role is high‑impact and cross‑functional, driving efficiency and maintaining exceptional customer experience through process automation, AI integration, and data‑driven decision‑making.
What you’ll do
- Lead and scale Support Operations—own and grow the support operations function, creating systems and processes to enable a seamless global support experience.
- Build scalable systems and processes—design proactive, data‑driven workflows to improve response times and reduce friction.
- Optimize the support tech stack—manage and enhance tools such as Intercom, Attio, Guru, Notion, Slack, and others.
- Advance AI and automation strategy—drive initiatives that use AI for faster, smarter customer support, from routing to predictive assistance.
- Develop robust operational frameworks—create playbooks and workforce management systems that balance speed, quality, and consistency across time zones.
- Own data and insights—build and maintain dashboards tracking customer satisfaction, team performance, and product health.
- Champion cross‑functional collaboration—partner with Product, Engineering, Success, and Sales to align on experience priorities.
- Enable and upskill the team—manage enablement, training, and QA programs to empower Support Specialists.
- Collaborate on self‑serve initiatives—work with Customer Education to expand Help Centre and improve self‑serve experiences.
What you’ll bring
- 4+ years in Support Operations or CX Ops within a B2B SaaS environment, ideally having scaled support functions during hyper‑growth.
- Technical depth—strong understanding of modern support stacks and automation platforms (Intercom, Fin, Zapier/Make/n8n, BI tools, APIs, SQL).
- AI and automation fluency—experienced in using AI to improve workflows, efficiency, and quality at scale.
- Operational rigor—exceptionally organized, turning ambiguity into structure and designing scalable processes.
- Analytical mindset—confident working with data to uncover trends, measure impact, and inform decisions.
- Strong communicator and collaborator—excellent written and verbal skills, proven ability to lead cross‑functional initiatives.
- Curiosity and initiative—proactive problem‑solver, always exploring new ways to improve customer and agent experience.
Hiring Process
Applicants can expect a structured interview series:
- Initial Conversations
- 30‑minute introductory chat with a Talent team member.
- 30‑minute interview with the Head of Support.
- Core Interviews
- 30‑minute session with the support team to explore collaboration, problem‑solving, and culture fit.
- Take‑home exercise followed by a 45‑minute discussion to review your approach.
- 30‑minute executive interview focused on impact and alignment with company goals.
- Final Stage
- 30‑minute closing conversation with the CEO.
- Optional team meet‑and‑greet on request.
- Offer call if mutual fit.
Compensation Range
£90K – £110K.
Seniority level
Mid‑Senior level.
Employment type
Full‑time.
Job function
Management and Manufacturing.
Industries
Software Development.
