AgentSync
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Head of Support
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AgentSync 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. 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
7+ years in Customer Support or Operations within B2B SaaS environments, with demonstrated experience supporting both mid-market and enterprise customer segments 4+ years managing and scaling customer-facing teams through customer base evolution, including experience building enterprise support programs and specialized technical roles Experience with enterprise support tools and practices: dedicated support channels, priority queuing, executive escalation protocols, post-incident communication and 24x7 support Strong operational thinking, comfortable building from scratch, iterating quickly and managing associated change Excellent cross-functional leadership skills with ability to influence Engineering, Product, Sales, and Success teams without direct authority Strong strategic thinking with the ability to roll-up your sleeves and personally handling escalated issues when needed Data-driven decision maker with experience using analytics to optimize performance and demonstrate business impact Technical aptitude with APIs, integrations, and complex product troubleshooting Experience with multi-channel support (email, chat, phone) 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. Salary and Benefits
The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role: $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 Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. We are not able to consider candidates who require a work visa now or in the future. AgentSync is an equal opportunities employer and welcomes applications from all qualified candidates.
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Head of Support
role at
AgentSync 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. 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
7+ years in Customer Support or Operations within B2B SaaS environments, with demonstrated experience supporting both mid-market and enterprise customer segments 4+ years managing and scaling customer-facing teams through customer base evolution, including experience building enterprise support programs and specialized technical roles Experience with enterprise support tools and practices: dedicated support channels, priority queuing, executive escalation protocols, post-incident communication and 24x7 support Strong operational thinking, comfortable building from scratch, iterating quickly and managing associated change Excellent cross-functional leadership skills with ability to influence Engineering, Product, Sales, and Success teams without direct authority Strong strategic thinking with the ability to roll-up your sleeves and personally handling escalated issues when needed Data-driven decision maker with experience using analytics to optimize performance and demonstrate business impact Technical aptitude with APIs, integrations, and complex product troubleshooting Experience with multi-channel support (email, chat, phone) 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. Salary and Benefits
The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role: $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 Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. We are not able to consider candidates who require a work visa now or in the future. AgentSync is an equal opportunities employer and welcomes applications from all qualified candidates.
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