Head of Support Operations

Head of Support Operations at Codility

Codility is a leading platform for assessing and advancing technical skills in an AI-driven world. Our customer base is global and predominantly enterprise. We work with the world's largest and most innovative organizations, including SAP, Citigroup, and SpaceX. We're approaching ~$20M ARR, are EBITDA-positive, and target 30%+ growth in 2026-2027 for our current product set. Our team of 80+ people is remote and distributed across the US, UK, Ireland, Canada, Germany, Poland, and Romania. We are customer-obsessed, believe that what we do is a team sport, have the drive to win, and maintain low egos. We have an opportunity to significantly broaden our TAM by assessing AI skills of everybody and venturing into assessing the skills of AI agents. Codility operates at a world-class level of responsiveness (10-minute median response times) and trust (91% CSAT).

We are hiring a Head of Support Operations to break this "Efficiency Paradox." Your mandate is to prepare Support for the next stage of scale and transition from a reactive safety net into a proactive, data-driven engine of product reliability. You will redesign the system so that high-touch human support is reserved for high-value problems, while automation and tooling handle the rest. We are explicitly looking for someone who challenges legacy models, questions tooling assumptions and the status quo.

What You Will Own

• The Support Operating System: You own the end-to-end architecture of Global Support (Tier 1 BPO & Tier 2 Engineering). You will treat Support as a product, continuously shipping improvements to Unit Economics, Deflection Rates, and Resolution Time (not just Response Time).
• Customer Experience Architecture: You will design automation that feels human. You ensure that our shift to AI and self-service maintains our high trust levels, using technology to enhance empathy, not replace it. You are the guardian of the customer experience during outages and high-stakes events.
• Vendor "Glass Box" Management: You will overhaul the relationship with our outsourced partners. You will move management from aggregate metrics (CSAT) to granular leading indicators (First Contact Resolution, Invalid Escalation Rate), ensuring partners are true resolvers, not just routers.
• Engineering-Adjacent Leadership: You will lead the cultural and operational "Shift Left." You will liberate Tier 2 from manual toil and refocus them on Support Engineering: root cause elimination, tooling, and "bug bankruptcy" sprints.
• Platform Strategy (The 2026 Stack): You own the decision: Fix our current Zendesk instance or migrate to a modern AI-native stack? You will analyze the opportunity cost and execute the strategy that gives us the best visibility and automation capabilities.
• Commercial Collaboration: You will partner with Sales and Success to operationalize "Event Readiness" for our largest enterprise clients (e.g., SAP, Amex), turning support capacity into a strategic asset during high-volume hiring events.

Who We Are Looking For

• The Operator: 8+ years in Support/Ops leadership in B2B SaaS. You have managed BPOs and know how to incentivize quality over speed.
• The Architect: You question legacy models. You look at a "389 ticket backlog" and see a failure of product or process, not a staffing shortage.
• The Technical Partner: You are credible with Engineering. You can distinguish between a "bug" and "feature request", and you know how to build the data case to get Product to fix it.
• The Empathic System Builder: You understand that efficiency without empathy is a failure. You know how to implement AI Agentic workflows that solve problems without frustrating users.

What Success Looks Like (12–18 Months)

• Tier 2 is "Right-Sized": Tier 2 spends <10% of time on manual tasks and >50% on engineering/tooling fixes.
• BPO is Transparent: We have granular visibility into First Contact Resolution and Invalid Escalations.
• Efficiency Gains: Support cost as a % of ARR is optimized, driven by high-quality AI deflection and the elimination of "zombie tickets."
• Commercial Alignment: High-concurrency client events are managed via a predictable, proactive process rather than reactive scrambling.

Key skills/competency

• Customer Support Strategy
• Operations Management
• BPO Vendor Management
• Automation & AI
• Zendesk Platform
• Customer Experience Design
• Engineering Collaboration
• Data-Driven Decision Making
• Process Optimization
• Enterprise Client Support