Customer Support Operations reputed company | $80K–$90K + Remote | High-Growth Event Planning SaaS Company

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, $reputed company reputed company-funded B2B SaaS startup revolutionizing how event professionals reputed company 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 reputed company, reputed company, and Hyatt. This is an exciting growth opportunity - our client plans to double their team headcount and expand their customer reputed company beyond Europe and North America. They are now at a critical growth stage and hiring a Customer Support Operations reputed company 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 reputed company 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 reputed company, 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 reputed company the reputed company, bring fresh reputed company, and get creative with your processes. You’ll work closely with the founders and C-Suite, allowing you to reputed company 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 reputed company 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 reputed company reputed company Director needs to shift fully into lifecycle reputed company — 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 reputed company 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 reputed company customer support and building customer support ops from the ground up.

Responsibilities

• Be the first line of defense for live customer issues reputed company 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: reputed company by example while mentoring and growing a small team.
• Collaborate cross-functionally with Product, reputed company, 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, reputed company, reputed company / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc)
• Operational reputed company — 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 reputed company 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. reputed company 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 reputed company 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 Apply Job! Apply to this Job