Head of Support Operations

Description

Rylo is hiring a Head of Support Operations to build the operating system behind how customers get help. This role owns the processes, tooling, metrics, workflows, and team rhythms that make support reliable, efficient, and easy to improve. You’ll turn support from a reactive function into a measurable, scalable, customer-centered operation. That means making sure customers get clear, timely answers, the team has the systems they need to do excellent work, and the company has a sharp feedback loop from customer issues into product, engineering, and leadership decisions.

What You Will Do

• Own Rylo’s support operations strategy, including process design, tooling, reporting, knowledge management, and quality standards.
• Build and improve workflows for ticket intake, routing, escalation, resolution, follow-up, and customer communication.
• Define, track, and report on key support metrics such as response time, resolution time, backlog, customer satisfaction, quality, and team capacity.
• Create clear documentation, playbooks, macros, help center content, and internal knowledge systems that help the team move faster.
• Partner with product and engineering to improve issue escalation, bug reporting, customer feedback loops, and root-cause analysis.
• Evaluate and manage support tools, automations, integrations, and reporting systems.
• Forecast support volume, staffing needs, and operational capacity based on customer demand and business priorities.
• Turn recurring customer issues into insights the broader company can act on.
• Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles.
• Help define what excellent support looks like at Rylo, then build the systems that make it repeatable.

Requirements

• Experience leading support operations, customer operations, or a closely related function in a high-ownership environment.
• A track record of building support processes, workflows, reporting, and systems from the ground up or significantly improving existing ones.
• Strong analytical judgment, with the ability to define useful metrics, interpret operational data, and translate insights into action.
• Hands-on experience with support tools, ticketing systems, help centers, automation, and reporting workflows.
• Excellent process design skills. You can simplify messy systems, create clarity, and make work easier for the people doing it.
• Strong customer empathy and a clear point of view on what great support feels like.
• Ability to partner effectively with product, engineering, operations, and leadership.
• Excellent written communication skills, especially when creating documentation, customer-facing templates, internal updates, and performance reporting.
• High ownership, strong follow-through, and comfort operating with ambiguity.
• A practical, low-ego approach to problem-solving. You know when to build a lightweight process and when to add more structure.

About Us

Rylo is the communication engine for people who are Deaf or hard of hearing. Communication belongs to everyone, and we strongly believe that no moment should go missing. We work alongside the community. We know the barriers, and we're here to tear them down. Our tools are built for individuals and the businesses that serve them. Rylo is backed by investors who believe in the work we do: General Catalyst, Canaan, Comcast, Vertex, Precursor, Contour, Cardumen, Techstars, and more.