Director of Yourgi Ops & Support

We are looking to add the Director of Support & Operations – Yourgi to our team!  

LOCATION: Fully Remote 

REPORTS TO: Chief Digital Marketing Officer 

PAY: $120,000 -$150,000/annually 

CORE RESPONSIBILITES:  

1. Support & Operations Leadership 

• Build & Lead the Team: Recruit, mentor, and guide a multi-channel support team responsible for customer and service provider inquiries (both operational and technical). 

• Deploy Modern Support Tools: Develop and integrate scalable processes using third-party support platforms (e.g., Zendesk, Intercom) enhanced by AI (e.g., chatbots, predictive analytics) for email, chat, phone, and in-app support. 

• Oversee Payment Operations: Manage transaction disputes, fraud prevention, tax compliance, multi-party payments, financial statements, and subscription models; coordinate with third-party APIs (ACH, Apple Pay, PayPal, Venmo, etc.). 

• Technical Troubleshooting: Lead a technical support team capable of diagnosing and resolving complex SaaS platform issues swiftly and effectively. 

• Quality Assurance: Implement frameworks and KPIs to monitor, report, and continuously improve service quality, ensuring a consistent, positive user experience. 

2. Training & Knowledge Management 

• Develop Training Resources: Create and maintain comprehensive training materials that clearly address the needs of both customers and service providers. 

• Onboarding & Ongoing Education: Design onboarding programs, best-practice guides, and continuous learning opportunities for service providers to optimize platform usage and compliance. 

• Leverage AI & Self-Service: Integrate training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction. 

3. Service Provider Compliance & Quality 

• Quality Standards: Develop and enforce ongoing quality assurance programs to uphold service excellence and maintain high customer satisfaction. 

• Policy & Procedure Development: Establish clear guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the Yourgi brand. 

4. Operational Excellence & Customer Experience 

• Process Optimization: Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction. 

• Performance Measurement: Establish dashboards and track key performance indicators (KPIs) for response times, resolution rates, and service provider quality. 

• Cross-Functional Collaboration: Work with Product, Marketing, Finance, and Technology teams to align support operations with broader business goals, address customer pain points, and refine the end-to-end user journey. 

5. Team Management & Development 

• Leadership & Culture: Foster a customer-centric culture built on empathy, teamwork, and continuous improvement. 

• Performance & Growth: Provide ongoing feedback, set clear performance metrics, and offer professional development opportunities to ensure team success and retention. 

REQUIREMENTS:  

Education & Experience:  

• Bachelor's degree in business, Operations, or a related field (MBA preferred but not required). 

• 7+ years of experience supporting SaaS-based products, ideally in marketplace or gig-economy platforms (e.g., pet care, ride-sharing, home services). 

• Proven track record of managing payment operations and multi-party transactions. 

• Technical Savvy: Experience using AI-driven solutions and integrating APIs to automate and enhance support processes. 

• Training & Compliance: Demonstrated ability to manage background checks, quality assurance programs, and develop robust training materials.  

Skills:  

Operational & Strategic Skills 

• Scalable Support Architecture: Expertise in building and expanding customer support operations using call centers, AI-based chatbots, and self-service portals. 

• Compliance & QA: Strong knowledge of legal and safety standards for service providers, along with quality assurance best practices. 

• Systems & Data: Proficiency in third-party support platforms (e.g., Zendesk, Intercom) and analytics tools for performance tracking and customer insights. 

• Strategic Execution: Ability to balance high-level strategy with hands-on operational tasks in a fast-paced environment. 

Leadership & Mindset 

• Customer-First Orientation: A commitment to delivering empathetic, effective service and support. 

• Collaborative Leadership: Skilled at partnering with cross-functional teams and engaging with senior stakeholders. 

• Problem-Solving: A bias for action, with the ability to identify root causes and drive continuous improvement. 

• Industry Passion: Genuine interest in pets and the pet care industry. 

Benefits & Perks: 

• Comprehensive Benefits: Health, vision, dental, long- & short-term disability, and life insurance. 

• Retirement Savings: Generous 401(k) match. 

• Pet Care Discounts: Exclusive discounts on various pet care services. 

• Work-Life Balance: Paid time off (PTO) and a fully remote work environment. 

• Professional Growth: Opportunities for rapid career advancement within an innovative, fast-growing organization.