Head of Customer Success & Support Operations

Position: Head of Customer Success & Support Operations - 25121601

Head of Customer Success & Support Operations –

Remotely Talents

Location: Remote (Latin America)
Team size: 3–4 direct reports
Type: Full-time

Our client is a fast‑growing B2B SaaS platform helping service‑based businesses get paid faster by automating accounts receivable workflows, follow‑ups, and payments.

We’re hiring a Head of Customer Success & Support Operations to lead and scale our CS and Support teams.

You’ll own the entire customer journey
:
Trial → Onboarding → Activation → Ongoing Success → Retention

This is a hands‑on leadership role with real ownership. You’ll build systems, processes, and SOPs that allow customers to succeed — and the team to operate independently without constant founder involvement.

What You’ll Own Customer Onboarding & Adoption

Own onboarding from trial signup through activation

Define what “successful onboarding” means

Ensure customers reach value quickly

Improve trial‑to‑paid conversion and early adoption

Customer Support & Chat Operations

Oversee live chat and support workflows

Set standards for response time, tone, and quality

Turn repetitive issues into SOPs, help docs, or automation

Ensure issues are resolved and documented properly

Lead and manage a CS & Support team (3–4 people)

Assign clear ownership and responsibilities

Coach, support, and hold the team accountable

Identify future hiring needs as the company scales

Systems, SOPs & Process Building

Build scalable SOPs for:

Onboarding & trial follow‑ups

Support & chat handling

Escalations and handoffs

Customer health checks

Create repeatable processes that reduce dependency on individuals

Enable fast ramp‑up for new hires

Retention & Customer Health

Own retention and churn reduction initiatives

Monitor customer health and usage trends

Proactively identify at‑risk customers

Partner with Product and Leadership to improve the customer experience

What Success Looks Like

Customers are onboarded smoothly and consistently

Support runs without founder involvement

The CS team operates independently with clear SOPs

Customers actively use the platform and stay long‑term

Retention improves and churn reasons are clearly documented

The customer experience is predictable and scalable

What We’re Looking For

5+ years in Customer Success, Support, or Account Management (SaaS)

Experience leading or managing a team

Strong ability to build SOPs and scalable processes

Systems thinker who enjoys bringing structure to chaos

Excellent written and spoken English

Comfortable owning outcomes in a remote environment

Experience working with US‑based teams and customers

Performance‑based bonus tied to onboarding and retention metrics

Fully remote role

Long‑term stability and growth opportunity

High ownership and visibility within the company

#J-18808-Ljbffr