About the role
Our Customer Support team is the first line of help when customers need it most. We solve problems quickly, clearly, and with care — maximizing the value customers get from Attio. With precision, empathy, and close collaboration across the company, we turn moments of friction into moments of trust.
We’re looking for a Support Operations Lead who’s technical, highly organized, and endlessly curious — and wants to help reinvent how millions of people work.
What you'll do
Lead support operations at Attio, owning and scaling the function from strategy through to tactical execution
Build proactive, scalable support initiatives to improve the processes, tooling, and prevention strategies that enhance efficiency and enable our team to focus on delivering value to customers
Continuously optimize the support team tech stack (including Intercom, Attio, Guru, Notion, Slack, etc.) to remove friction and improve the experience for customers and the support team
Lead the refinement of our AI strategy to deliver fast, accurate help, automatically
Design, optimize, and maintain support workflows including routing logic, macros, conversation flows, and escalation paths
Develop scalable operating procedures and workforce management practices to maximize team efficiency and value delivery to customers
Own the data infrastructure for customer-centric support, building actionable dashboards that enable the team to make more informed decisions about product quality, customer health, and support performance
Partner cross-functionally with Product, Engineering, Success, and Sales to drive continuous improvement of processes and programs, and align support goals with broader company initiatives
Create internal enablement, QA, and training programs to raise team quality and consistency
Collaborate closely with our Customer Education team on self-serve content and prevention strategies
What you'll bring
4+ years in Support Operations, BizOps, or CX Ops in a B2B SaaS environment
Deep familiarity with high-volume, complex, global support queues and the initiatives that support them. You’ve scaled support through hyper-growth, maintaining a high-quality experience
Strong technical aptitude. You’re a builder with “zero-to-one” expertise, comfortable with a modern support stack and using APIs, AI, business intelligence tools, and automation platforms (Fin, SQL, Sheets/Excel, Omni/Tableau, Zapier/Make/n8n)
Skilled with AI, automations, conversation design, and support workflow optimization
Highly organized, a systems thinker who brings structure and strategy to ambiguous problems. You thrive in fast-paced, startup environments
Expert communicator with a demonstrated ability to lead cross-functional initiatives
Strong project management and prioritization skills with the ability to manage multiple initiatives simultaneously. You’re skilled at balancing granular tasks with big-picture vision
You’re endlessly curious and passionate about improving the customer experience through leveraging technology with human expertise
Salary range
US: $120,000 - $150,000
UK: £90,000 - £110,000
Please note: We are only able to hire candidates in the following US states: California, Florida, Illinois, Kansas, New Jersey, New York, Oregon, and Wisconsin.
What does the hiring process look like?
Applicants can expect the following:
Introductory phone call ~ 30 minutes
Call with Hiring Manager ~ 30 minutes
Call with the Team ~ 30 minutes
Exercise ~ Take home + 45 minute discussion
Interview ~ 30 minutes
Offer stage
A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo or have other suggestions for us.
Everyone who completes at least one of the above stages will be asked to provide feedback on the overall process and offered some help on their career if it's not joining Attio at this time.
