Support Platform & Operations Lead

Hiya•Seattle, WA

3d•$80,000 - $106,000•Onsite

About The Position

Hiya is hiring a Support Platform & Operations Lead to define, build, and evolve how product support works across the company. This role exists because support is becoming a more strategic part of how Hiya serves consumers, businesses, and mobile network operators: it needs better systems, clearer ownership, trusted metrics, smarter automation, and stronger feedback loops into Product and Engineering. This role sits on the Product team and operates like a product owner for support operations. You’ll own the internal and external tools, workflows, reporting, and processes that help Hiya resolve customer issues faster, reduce avoidable support volume, and surface the product insights behind recurring customer pain. Some foundations already exist; others need to be built from scratch, improved, or torn out and replaced. You should be energized by that mix: enough ambiguity to shape the system, enough urgency to move quickly, and enough cross-functional surface area to create durable leverage over time.

Requirements

4-8 years of experience in support operations, product support, customer operations, support platform administration, or a similar role.
Hands-on experience handling customer support tickets and building the processes, workflows, and automations that make ticket handling more efficient.
Experience owning or administering support and customer operations platforms such as Zendesk, Salesforce, Gleap, Fin, Intercom, Pendo, or similar tools.
Experience using AI tools, automation, or chatbot platforms to improve support quality, reduce manual work, or create better self-service experiences.
Strong systems judgment, technical comfort, and execution ability: you can diagnose messy processes, configure tools, work with structured data, build reports, and use light coding or scripting when needed.
Strong communication and influence skills: you can align stakeholders, lead cross-functional work, and bring teams along without relying on formal authority.
Ability to work independently in ambiguous environments while staying open to feedback, tradeoffs, and changing priorities.

Nice To Haves

Experience building support operations from the ground up or significantly improving an existing support function.
Experience supporting both consumer mobile apps and B2B SaaS products.
Experience working with Product and Engineering teams to turn support insights into product improvements.
Familiarity with product analytics, session replay, business intelligence, or data tools such as Pendo, Amplitude, LogRocket, Sigma, Databricks, or similar platforms.
Experience working across distributed teams, including international teammates or stakeholders.

Responsibilities

Own the strategy, execution, and continuous improvement of Hiya’s product support operations across customer-facing products, internal tools, external support platforms, workflows, automation, metrics, and reporting.
Define clear ownership models for how support requests are handled across Product, Customer Success, Engineering, Sales, Marketing, and other teams, so customers get consistent answers and internal teams know who owns what.
Build support systems that reduce avoidable ticket volume, reduce time to resolution, and reduce the number of issues that require a human to solve.
Establish trusted support reporting: dashboards, recurring summaries, customer pain-point analysis, and feedback loops that help teams make better product decisions.
Lead the evaluation, implementation, and ongoing improvement of AI-enabled support tools and customer operations platforms
Get hands-on with configuration and technical implementation: workflows, automations, integrations, support forms, knowledge sources, routing logic, reporting, and light code or scripting where needed.
Improve Hiya’s internal support tooling, including customer admin and operator admin tools, by identifying gaps, shaping requirements, validating impact, and collaborating with Product and Engineering when dedicated resources are not immediately available.

Benefits

Base Salary: $80,000 - $106,000
Equity Compensation: ownership aligned with your impact and the company's growth
Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
Health, flexible spending, and dependent care accounts
Life, AD&D, and accident coverage, with company-paid life and long-term disability
401(k) with 3% company match (via Fidelity)
Flexible vacation policy and paid company holidays
Paid parental leave
Work-from-home equipment stipend
$1,000 annually to invest in your learning and growth
$1,000/year in charitable donation matching
Team lunch 3x per week