Head of Support

Head Of Customer Support And Operations

AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.

We're a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.

Overview

We are looking for a strategic, systems-oriented, and customer-focused Head of Customer Support and Operations to join our evolving SaaS organization in Denver, CO. In this role, you will lead teams focused on delivering high-quality technical support, optimizing internal processes and tooling, and scaling systems that underpin our customer operations, all in service to our customers.

As we evolve from serving mid-market customers to enterprise clients, you will build and mature our customer support function to meet the sophisticated needs of larger, more complex organizations.

You'll design differentiated support experiences that scale from our current mid-market base to enterprise customers with complex integrations, compliance requirements, and multi-stakeholder decision processes. This is a unique opportunity for a hands-on leader who understands how to evolve support operations as customer profiles mature.

Join us at this critical inflection point where your leadership will shape how we deliver world-class support across diverse customer segments and use cases.

What You'll Do :

• Build and execute the customer support strategy, defining service levels, support philosophy, and customer experience standards that scale with our growth
• Own, and evolve, the workflows that underpin our customer support model, including case routing, configuration escalations, and release management processes
• Ensure high-quality, timely resolution of support issues
• Define and track performance metrics for support engineers (e.g., ticket resolution times, CSAT, etc.) creating a culture of continuous improvement and ownership.
• Own escalation and incident management protocols for complex support scenarios
• Lead documentation strategy by building scalable Standard Operating Procedures (SOPs) for recurring support and operational tasks
• Collaborate closely with Product, Engineering, Professional Services, and RevOps to drive resolution of bugs, implement automation improvements, and address customer-impacting issues
• Design and implement system and tool enhancements, including automations (e.g., Salesforce Flows, Slack alerts, HubSpot workflows), to improve team efficiency, productivity, and customer responsiveness
• Audit and enhance internal tooling and knowledge base systems, ensuring high-quality, well-organized documentation (HubSpot, Confluence, etc.)
• Hire, develop, and retain a high-performing team across multiple geographies by providing coaching, career development, and fostering a culture of transparency, empathy, and continuous improvement
• Advocate for customers in internal forums, ensuring their needs are represented across the organization

Your Experience

About us : AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.

We're a new-school solution tackling an age-old, ubiquitous problem with smart technology and automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.

Don't meet every single requirement?

At AgentSync we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Location

This is a hybrid position and is open to candidates living within 25 miles of our office in RiNo. Candidates for this role will work on our hybrid schedule Tu, Wed., Th. in office, and M, F work from home. Our ideal candidate will live within 25 miles of our office in Denver. Other states we're able to consider candidates in are CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MO, NY, OR, PA, TX, UT, VA, and WA. (We are not hiring or able to consider candidates in New York metro, Seattle metro, or the Bay Area)

Salary

$135K - $160K Additionally, this role is eligible to participate in AgentSync's equity program. 100% Company Paid Healthcare Insurance (for you and dependents) Medical Dental Vision Financial Benefits 401(k) retirement savings plan Other Benefits Flexible PTO 11 paid holidays per year Continued Education Stipend Coffee, full stocked snack bar, lunches provided