Company Description
Are you ready to transform the Event Planning SaaS Industry and power events at top-tier hotels across the globe?
Our client is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Their platform streamlines and simplifies event booking management in real time for event planners, hospitality professionals, and DMOs. Their platform is also used by 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt.
This is an exciting growth opportunity – our client plans to double their team headcount and expand their customer base beyond Europe and North America. They are now at a critical growth stage and hiring a Customer Support Operations Lead to own and scale the support function. This is a career-defining opportunity to join a high-impact, fast-paced team and build the customer support engine from the ground up.
Company Culture
This is an amazing opportunity if you’re looking to grow, where you will directly impact the growth and success of an incredible company and team.
Our client values accountability, an ownership mindset, and a data-driven approach. They’re a collaborative team where each person’s contributions directly impact their success. Their company is scaling fast where micromanagement does not exist, and you’ll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes.
You’ll work closely with the founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you’re someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!
Benefits
Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
Maternity Leave: Support for growing families.
Future 401K Plan: Coming soon!
Quarterly Meetups: Connect and collaborate in person with the team.
Remote work budget and opportunities for leadership advancement.
Why This Role Matters
The current Customer Success Director needs to shift fully into lifecycle customer success — onboarding, training, renewals — and the team is looking for someone who can take over the day-to-day ownership of chat support and build out support operations and processes. You’ll start as an individual contributor and grow into a true Support Ops leader.
Job Description
We seek a detail-oriented, people-first Customer Support Ops Lead who’s a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up.
Responsibilities
Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone).
Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros.
Improve support processes and documentation based on customer interactions.
Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness.
Act as a player-coach: lead by example while mentoring and growing a small team.
Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues.
Qualifications
2–5+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company.
Proven experience building or significantly improving support processes and tooling.
Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) – (similar: HelpCrunch, Tidio, Freshdesk / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc)
Operational mindset — someone who enjoys creating order out of chaos and building scalable systems.
Customer-first mentality with strong communication skills (written and verbal).
Comfortable in ambiguity, adaptable, and resourceful — thrives in fast-paced environments.
Bonus: experience mentoring or managing others.
Bonus: experience in the hospitality or events industry.
Additional Information
About SaaS Talent
SaaS Talent is more than just a recruiting company. We’re your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We’ve worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you’re struggling to grow, we’re an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
SMS Communication Consent Disclaimer
By applying for this position, you agree to receive text message updates from SaaS Talent related to job opportunities. Standard message and data rates may apply, and messaging frequency varies. Text HELP for help and STOP to cancel. Learn more about our opt-in SMS Communication consent policy here: https://www.saas-talent.com/opt-in-sms-communication-consent
