Operations Support Lead

Role Overview

Leading day-to-day Support operations, ensuring adherence to SLAs and quality standards, driving continuous improvement, and serving as the primary liaison between Customer, Product, Engineering, and Operations teams. This role carries significant leadership responsibilities, with a strong focus on operational excellence, process management, incident management, stakeholder engagement, and clear, business-oriented communication.

This position is assigned to the second shift, working Monday through Friday, from 4:00 PM to 1:30 AM.

Key Responsibilities

Team Leadership & Coverage

• Structure and coordinate Support team schedules, including shift planning, coverage balance, and on-call rotations.
• Manage team roster and ensure service continuity across business hours and after-hours escalations.
• Assist with hiring processes (interviews), access provisioning, and onboarding of new team members.
• Facilitate daily operations (ceremonies/rituals, routines), remove blockers, and maintain alignment to goals and delivery standards.
• Oversee shift handovers, ensuring clear context, status, risks, and next actions for operational continuity.

Incident Management & Operational Bridges

• Lead or support incident calls and operational bridges, coordinating stakeholders end-to-end.
• Standardize processes for escalations, incident response, and problem management to minimize recurrence.

Operational Excellence

• Ensure all deliverables meet SLA and quality standards; monitor backlog, MTTA/MTTR, and ticket aging.
• Review tickets for accuracy, completeness, customer clarity, and quality; coach the team on best practices and standards.
• Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks, ensuring versioning and compliance.
• Lead and participate in the yearly OKR cycle, ensuring tracking, and delivery of operational OKRs, and partner with leadership on the strategic development and execution of support initiatives.

AI Tools for Enhanced Support Efficiency

• Utilize AI-powered solutions (such as chatbots, automated ticket triage, and knowledge base search) to streamline incident resolution and service request handling.
• Apply AI-driven insights to proactively identify recurring issues, recommend solutions, and optimize support workflows.