Rylo

Operations

• 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
• Identify bottlenecks in the support experience and implement practical fixes that improve speed, consistency, and customer outcomes
• Create documentation, playbooks, macros, help center content, and internal knowledge systems
• Partner with product and engineering on issue escalation, bug reporting, customer feedback loops, and root-cause analysis
• Establish QA processes for 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
• Turn recurring customer issues into actionable company insights
• Build team operating rhythms, including weekly reviews, performance reporting, retrospectives, and continuous improvement cycles
• Define excellent support at Rylo and build repeatable systems

Head of Support Operations