Senior Support Ops Specialist

About the Role You will be joining a team with a culture centered around agility, a constant hunger to learn, and the desire to teach and make those around you better.

AIO is seeking a results-driven IT Operations and Customer Support leader to join our Support Care team as a Senior Support Operations Specialist. Because our support infrastructure is currently in its foundational stages, this is a true "0 to 1" builder role. We do not yet have automated flows or a fully mature tech stack in place. The ideal candidate will leverage their extensive experience to architect our support operations from the ground up designing processes, building out HubSpot integrations, and establishing the automation, reporting, and SLA frameworks needed to scale our service delivery.

Key Responsibilities

• CRM Architecture & Administration: Lead the ground-up implementation and administration of CRM (HubSpot, Salesforce, Zendesk). You will be responsible for designing, building, and launching our very first CRM workflows and end-to-end technical support ticketing processes.
• Building CX Automation: Design and deploy our foundational automation and AI-driven workflows (such as conversational bots and auto-routing) from scratch to eliminate manual effort and efficiently manage ticket volume as we scale.
  
• Multi-Channel Integration: Set up and launch new integrations across our ticketing systems and self-service portals, pulling channels like Slack, Microsoft Teams, and WhatsApp into a unified workspace.
• Creating Dashboards & Workflows: Establish our baseline metrics by building out the first generation of KPIs, SLA dashboards, and custom utilization reports. Dashboarding, SLA tracking, and performance reporting will be critical for daily functions that you will design and own.
  
• Establishing Case Hygiene & QA: Define, document, and enforce our first strict SLA/KPI governance protocols. You will build the incident, problem, and change management workflows required to ensure high-quality case hygiene and identify process gaps.
• CSAT & Escalation Workflows: Create the blueprint for CSAT-driven escalation handling to resolve complex technical issues. Set up the automated mechanisms to follow up with clients, striving to achieve and maintain CSAT scores of 95% or higher.
• Team Training & Enablement: Train the support team on the newly built workflows, troubleshooting protocols, and customer communication standards to ensure adoption and excellent service delivery.
• Performance Evaluation: Set up the frameworks to evaluate overall team performance. Create utilization reports and set up KPIs to provide regular coaching, feedback, and management of team members.
• Support Operations Leadership: Oversee the rollout of our platform support operations and serve as the primary escalation point, ensuring accurate, real-time communication between support teams and backend operations.

Qualifications & Requirements

• Experience: 4+ years of experience in IT Ops and Tech Support Ops, with a proven track record of building out systems and workflows from scratch.
• Leadership: 2+ years minimum in a leadership role or overseeing large Tech Support, IT Support, or CX Support Ops teams.
• Education: Bachelor's degree in any field. Masters preferred.
• Technical Stack: Proven expertise in administering and building out platforms including HubSpot, Jira, Microsoft 365, and N-able MSP Manager. Additional experience with Zendesk, ServiceNow, Salesforce, and Zoho is highly valued.
• Reporting & Analytics: Strong proficiency in creating custom dashboards, SLA tracking mechanisms, and performance utilization reports to extract actionable insights and drive data-backed operational decisions.
• Training & Quality Assurance: Proven ability to develop and implement Quality Assurance (QA) frameworks from scratch, audit support interactions, and deliver structured technical training and coaching to upskill support teams.
• Automation Skills: Strong background in establishing conversational AI/chatbots, workflow automation, and process optimization where none previously existed.
• Soft Skills: Must possess strong leadership, stakeholder management, adaptability, conflict resolution, and change management skills with a deeply customer-centric mindset. Ability to thrive in a highly agile, startup-like environment.

Why Join AIO?

Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their business. Our platform combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.

We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all their needs, from front-of-the-house operations like ordering, payment, marketing and rewards, to back-of-the-house management like inventory, staff, and financials.

We are laser focused on becoming a significant player in the $55 billion restaurant tech SaaS market. You will be a part of a world class, up-and-coming Silicon Valley funded startup.