Director of Technical Operations

Aesthetix CRM

7d•Remote

About The Position

We're the CRM and marketing automation platform behind 300+ medical aesthetics practices nationwide. Our stack runs on GoHighLevel, Twilio, Vercel, Supabase, and more, and we operate as a HIPAA Business Associate. We're a small team that moves fast, ships constantly, and takes ownership seriously. We're hiring a Director of Technical Operations to take over the technical support function end-to-end — from advanced troubleshooting and client-facing solution delivery to leading and developing our support team. This is a player-coach role. You'll be deep in the platform every day solving complex problems while building the processes and team that let us scale. Right now, most advanced troubleshooting and technical decisions run through our founder. This hire changes that. If you want real ownership — not a middle-management seat — this is it.

Requirements

2+ years hands-on GoHighLevel experience (workflows, custom values, API/webhooks, sub-account management)
CRM automation experience with Zapier, Make, N8N, Active Pieces, or similar
Coding ability or proven vibe-coding proficiency — you can write or AI-generate working scripts in JavaScript, Python, or TypeScript to solve real problems
AI conductor capabilities — you actively use AI assistants and know how to prompt, iterate, and validate output
Experience creating help docs, knowledge base articles, and/or video tutorials
Comfortable in client-facing meetings — you can screen share with a practice owner, diagnose live, and fix on the spot
Strong troubleshooting instincts across interconnected systems (CRM, telephony, APIs, webhooks, DNS, email)
Experience managing or mentoring a support team of 3+
Self-starter who operates independently and makes sound calls without constant oversight

Nice To Haves

Background in healthcare, health IT, or medical aesthetics
Twilio experience (Studio, messaging, voice/IVR)
Familiarity with EMR systems (Zenoti, Nextech, PatientNow, Meevo, etc.)
HIPAA awareness and experience handling PHI
Experience with GHL marketplace apps or SaaS white-label operations
Familiarity with Supabase, Vercel, Google Cloud, or Cloudflare Workers

Responsibilities

Run the support team's daily operations: ticket triage, escalations, SLAs, quality, and process improvement
Serve as the top-tier escalation point for complex GHL issues, automation failures, Twilio/telephony problems, API integrations, and webhook debugging
Meet directly with clients to scope requirements, diagnose issues, and implement solutions live in their accounts
Build and optimize GHL workflows, Zapier/Make/N8N automations, and custom integrations
Use AI tools (Claude, ChatGPT, Cursor, etc.) to write code, build utilities, and accelerate delivery — we need an AI conductor, not a traditional software engineer
Create and maintain help articles, SOPs, video walkthroughs, and internal documentation
Coach support team members, run 1:1s, and build a culture of technical curiosity and accountability