Head of Support Operations

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.

Youll 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.

The difference you will make

Build the foundation for scalable support. Youll design the workflows systems and standards that help Rylo deliver consistent high-quality customer support as demand grows.

Create clarity through metrics. Youll define the support operating dashboard track the right KPIs and turn performance data into concrete improvements.

Improve the customer experience. Youll identify recurring pain points reduce friction and make sure customers get faster clearer and more useful support.

Strengthen team execution. Youll create the processes documentation QA standards and rituals that help support teams do their best work.

Connect support to the rest of the company. Youll make support insights actionable for product engineering and leadership so customer issues shape better decisions.

Raise the bar for operational excellence. Youll bring structure without bureaucracy improve whats broken and build systems that keep working as the company scales.

What you will do

• Own Rylos 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.
• Identify bottlenecks in the support experience and implement practical fixes that improve speed consistency and customer outcomes.
• 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.
• Establish QA processes that raise the consistency accuracy and tone of customer communications.
• 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.
• This is a hybrid role based in New York City.
• Compensation $165000 - $250000 per year depending on experience and qualifications.

Why this role matters

Support is one of the clearest signals of how customers experience a this role youll shape that experience directly. Youll build the systems that help Rylo respond faster learn from customers more effectively and operate with more precision. For someone who loves making teams better through structure data and customer insight this is a chance to define the support operating model from the inside.

Benefits

Work on a fulfilling life-changing product (literally)

Join as a key player at an early stage and receive generous options

Unlimited time off and sick days

Annual company get-together

Medical Dental and Vision plans with FSA HSA and Telehealth benefits

401(k) plan with company match

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 were 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.