Head of AI Support & Operations

Built a Modern AI-First Support Function from Scratch? We’d Love to Talk. Build. Scale. Transform. We’re partnering with a fast-growing AI SaaS business to hire its first Head of AI Support \& Operations. This isn’t about inheriting a large support team. It’s about building a modern, AI-first support and operations function from the ground up. We’re looking for someone who’s established and scaled Support Operations within a SaaS or platform business, someone who’s designed the operating model, introduced AI and automation, partnered closely with Product and Engineering, and helped the business scale through smarter operations rather than simply adding headcount. If you’ve been one of the first operational leaders in a high-growth SaaS company, this could be exactly the challenge you’re looking for. What You’ll Do * Build and scale a modern AI-first Support \& Operations function * Introduce AI, automation, self-service and knowledge management to improve customer support * Own live service operations, incident management and operational readiness * Build scalable support models, SLAs, runbooks, monitoring and escalation frameworks * Partner with Engineering and Product to improve reliability, customer experience and operational maturity * Ensure new releases are operationally ready before they go live * Scale the operation through automation, tooling and process, not simply by increasing headcount We’re Looking For Someone Who Has * Built or significantly scaled a Support Operations or Service Operations function within a SaaS, cloud or platform business * Worked in a startup or scale-up where you’ve created the operational model rather than inherited it * Successfully introduced AI, automation, workflow tooling or knowledge management into support operations * Led live service operations, major incidents and operational improvement initiatives * Worked closely with Engineering, Product and Customer Success to improve both customer experience and platform reliability * A hands-on mindset and enjoys building functions, teams and operational processes from scratch Why Join? This is a genuine opportunity to shape how an ambitious AI company scales. You’ll work alongside the COO, CTO and Product leadership to build an operational function that becomes a competitive advantage for the business. If you’re passionate about using AI to transform support operations, creating scalable operational processes, and building something from the ground up, we’d love to hear from you.