Support Operations Lead

We’re building the first AI-native CRM — designed for the most ambitious go-to-market teams. We recently announced our $52M Series B, led by GV (Google Ventures), with support from Redpoint, Balderton, Point Nine, and 01A. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

Our Customer Support team is one of Attio’s strongest differentiators, delivering an industry-leading 98% CSAT and setting the standard for what exceptional customer experience looks like in B2B SaaS. We move fast, think critically, and obsess over the details that turn moments of friction into moments of trust.

We’re now looking for a Support Operations Lead to take this engine to the next level. You’ll own the systems, strategy, and processes that power our global support experience, building the infrastructure, automations, and insights that allow our team to scale efficiently while maintaining an exceptional customer experience.

This is a high-impact, cross-functional role for a technical operator who thrives at the intersection of people, process, and technology. You’ll partner closely with support leadership to streamline workflows, refine our use of AI, and ensure that every support interaction reflects the clarity and quality our customers expect from Attio.

In this role, you’ll build and optimize the operational backbone that empowers Attio’s Support function to scale efficiently and deliver consistently world-class experiences.

• Lead and scale Support Operations: Own and grow the support operations function end-to-end, from strategy through tactical execution. Develop the systems, processes, and rhythms that enable seamless global support.

• Build scalable systems and processes: Design and implement proactive, data-driven workflows that improve response times, increase efficiency, and reduce friction for both customers and agents.

• Optimize the support tech stack: Manage and enhance the tools that power our support ecosystem (Intercom, Attio, Guru, Notion, Slack, and more), ensuring they evolve in step with team and customer needs.

• Advance our AI and automation strategy: Lead initiatives to leverage AI and automation for faster, smarter customer support — from routing and macros to conversation design and predictive assistance.

• Develop robust operational frameworks: Create scalable playbooks and workforce management systems that help the team balance speed, quality, and consistency across global time zones.

• Own data and insights: Build and maintain dashboards that track customer satisfaction, team performance, and product health. Use insights to inform strategic decisions and shape product improvements.

• Champion cross-functional collaboration: Partner with Product, Engineering, Success, and Sales to ensure alignment on customer experience priorities and to drive continuous improvement across the business.

• Enable and upskill the team: Create and manage internal enablement, training, and QA programs that empower Support Specialists to deliver consistently exceptional service.

• Collaborate on self-serve initiatives: Work closely with our Customer Education team to expand our Help Centre, improve self-serve experiences, and drive scalable customer empowerment.

We’re looking for a systems thinker who combines technical fluency with a deep passion for customer experience and operational excellence.

• Proven experience: 4+ years in Support Operations or CX Ops within a B2B SaaS environment, ideally having scaled support functions through periods of hyper-growth.

• Technical depth: Strong understanding of modern support technology stacks and automation platforms (Intercom, Fin, Zapier/Make/n8n, BI tools, APIs, SQL). Comfortable building and optimizing systems from the ground up.

• AI and automation fluency: Skilled at using AI to improve support workflows, drive efficiency, and maintain high quality at scale.

• Operational rigor: Exceptionally organized with the ability to turn ambiguity into structure. You think in systems and design processes that scale.

• Analytical mindset: Confident working with data to uncover trends, measure impact, and inform decisions. You see metrics as a means to create better experiences.

• Strong communicator and collaborator: Excellent written and verbal communication skills, with a proven ability to lead cross-functional initiatives and influence stakeholders at all levels.

• Curiosity and initiative: A proactive problem-solver who’s always exploring new ways to improve the customer and agent experience through innovation and insight.

Applicants can expect the following:

• Initial Conversations

  • 30-minute introductory chat with a member of our Talent team

  • 30-minute interview with our Head of Support

• Core Interviews

  • 30-minute session with the support team to explore collaboration, problem-solving, and culture fit

  • Take-home exercise followed by a 45-minute discussion to review your approach and insights

  • 30-minute executive interview focused on impact and alignment with company goals

• Final Stage

  • 30-minute closing conversation with our CEO

  • Optional team meet-and-greet (on request)

  • Offer call (if it’s a mutual fit)