Support Platform & Operations Lead

About the role

At Hiya, we're making calls safe, useful, and human again. Voice is the most human form of communication, yet it's become one of the least trusted. Spam, scams, and AI manipulation have eroded what was once a simple way to connect. Hiya is changing that. Each month our AI voice technology analyzes 28+ billion calls, protecting over 550 million users and 800+ businesses worldwide. Partnering with a growing global network including, AT&T, Samsung, British Telecom EE, Rogers, MasOrange,Bell Canada, MasMovil, and Virgin Media O2, we're not just stopping bad actors, we're helping people feel good and confident about picking up the phone again. This is a pivotal moment for voice. As new threats and technologies accelerate, so does demand for trusted voice communication. Hiya is growing 40%+ year over year, expanding globally, and defining what voice becomes next. Join us. You won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again. Hiya is hiring a Support Platform & Operations Lead to define, build, and evolve how product support works across the company. This role exists because support is becoming a more strategic part of how Hiya serves consumers, businesses, and mobile network operators: it needs better systems, clearer ownership, trusted metrics, smarter automation, and stronger feedback loops into Product and Engineering. This role sits on the Product team and operates like a product owner for support operations. You'll own the internal and external tools, workflows, reporting, and processes that help Hiya resolve customer issues faster, reduce avoidable support volume, and surface the product insights behind recurring customer pain. Some foundations already exist; others need to be built from scratch, improved, or torn out and replaced. You should be energized by that mix: enough ambiguity to shape the system, enough urgency to move quickly, and enough cross-functional surface area to create durable leverage over time.

Responsibilities

• Own the strategy, execution, and continuous improvement of Hiya's product support operations across customer-facing products, internal tools, external support platforms, workflows, automation, metrics, and reporting.
• Define clear ownership models for how support requests are handled across Product, Customer Success, Engineering, Sales, Marketing, and other teams, so customers get consistent answers and internal teams know who owns what.
• Build support systems that reduce avoidable ticket volume, reduce time to resolution, and reduce the number of issues that require a human to solve.
• Establish trusted support reporting: dashboards, recurring summaries, customer pain-point analysis, and feedback loops that help teams make better product decisions.
• Lead the evaluation, implementation, and ongoing improvement of AI-enabled support tools and customer operations platforms
• Get hands-on with configuration and technical implementation: workflows, automations, integrations, support forms, knowledge sources, routing logic, reporting, and light code or scripting where needed.
• Improve Hiya's internal support tooling, including customer admin and operator admin tools, by identifying gaps, shaping requirements, validating impact, and collaborating with Product and Engineering when dedicated resources are not immediately available.
• What Success Looks Like
• Hiya has visible, actionable, and trusted support metrics that teams use to prioritize product improvements, understand customer pain points, and make better decisions.
• Overall ticket volume decreases, time to resolution improves, and fewer tickets require human handling because automation, self-service, workflows, and product improvements are doing more of the work.
• Product Support is seen as a strategic operating system for customer insight, not just a reactive queue; Product, Engineering, and Customer Success regularly use support data to improve the business.
• The support function scales without adding headcount linearly: systems are clearer, tools are better connected, ownership is defined, and processes keep working as Hiya's products and customer base grow.

Requirements

• Required:
• 4-8 years of experience in support operations, product support, customer operations, support platform administration, or a similar role.
• Hands-on experience handling customer support tickets and building the processes, workflows, and automations that make ticket handling more efficient.
• Experience owning or administering support and customer operations platforms such as Zendesk, Salesforce, Gleap, Fin, Intercom, Pendo, or similar tools.
• Experience using AI tools, automation, or chatbot platforms to improve support quality, reduce manual work, or create better self-service experiences.
• Strong systems judgment, technical comfort, and execution ability: you can diagnose messy processes, configure tools, work with structured data, build re

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