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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
- 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
- This is a hybrid role based in New York City
Benefits
Comp & perks- 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