Support Operations Lead

Your Money Line•Indianapolis, IN

1d•Hybrid

About The Position

This role blends strong technical aptitude with robust client-facing communication skills. As the Support Operations Lead, you'll be the first dedicated support hire at Your Money Line, which means you'll handle day-to-day customer interactions and design, implement, and continuously improve our support infrastructure, processes, and standards. You've built something like this before, and you're ready to do it again. You will own the customer support experience across chat, email, and ticketing systems while helping to refine best practices — reporting to the Director of Client Success. To succeed as a Support Operations Lead, you should be an effective communicator, possess broad technical competency, and strong multitasking skills.

Requirements

2–4 years of experience in customer support or technical support, preferably in a SaaS environment
Strong technical aptitude with the ability to troubleshoot software issues
Ability to read API documentation, trace integration issues, and communicate technical failures to engineering teams (no coding required, but you need to understand what's breaking and why)
Experience working with ticketing/support platforms
Excellent written communication skills (clear, concise, professional)
Ability to manage multiple priorities and meet SLA/Time Service expectations

Nice To Haves

Experience building or scaling a support function from scratch
Familiarity with mobile (iOS/Android) and web application support
Experience supporting B2B customers and/or employer-sponsored benefits platforms

Responsibilities

Design and own the support infrastructure, processes, and standards that will scale with the business
Analyze ticket trends to identify product issues, user friction, and improvement opportunities
Partner with Product and Engineering teams to escalate bugs and advocate for resolution
Create and maintain internal documentation and customer-facing help resources
Serve as the primary point of contact for customer support inquiries via chat, email, and support tickets
Deliver timely, accurate, and empathetic support to end users and employer clients
Troubleshoot technical issues across mobile and desktop applications
Translate complex technical issues into clear, user-friendly explanations
Track and report on Service Level Agreements (SLAs) and resolution time standards
Help refine support processes to improve efficiency and customer satisfaction