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.
Join us at this critical inflection point where your leadership will shape how we deliver world-class support across diverse customer segments and use cases.
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
- 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.
Don’t meet every single requirement?
At AgentSync we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Location:
Our ideal candidate will live within 25 miles of our office in Denver. Other states we're able to consider candidates in are CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MO, NY, OR, PA,TX, UT, VA, and WA. (We are not hiring or able to consider candidates in New York metro, Seattle metro, or the Bay Area)
Total Compensation
The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role.
💰 $135K-$160K base salary
💲 Annual company bonus program
⚖️ Equity in the form of stock options
Health Benefits
🏥 Medical
🦷 Dental
👁️ Vision
📔 Employee Assistance Plan
Financial Benefits
🏦 401(k) retirement savings plan
🤒 HSA contributions
Other Benefits
🌴 Flexible PTO
📆 12 paid holidays per year
🍼 12 weeks parental leave w/generous return to work stipend
Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you're connected with our team (and not a scammer!).
We are not able to consider candidates who require a work visa now or in the future.
Similar Jobs
What We Do
AgentSync builds modern insurance infrastructure that connects carriers, agencies, MGAs, and producers. With customer-centric design, seamless APIs, automation, and unparalleled service AgentSync’s solutions create onboarding, licensing, and appointing processes insurers and producers love while ensuring growth and compliance never compete.
Founded in 2018 by Niranjan “Niji” Sabharwal and Jenn Knight, and headquartered in Denver, Colo., AgentSync has been recognized as one of Denver’s Best Places to Work, as a Forbes Magazine Cloud 100 Rising Star, an Insurtech Insights Future 50 winner, and is ranked 88 in Forbes – America’s 500 Best Startup Employers 2022.
Why Work With Us
Our values:
1) Customer love. Our work, founded in customer insights, is in pursuit of customer trust, value, and delight.
2) Inspire excellence. No ego. No finger-pointing. No politics.
3) Always be curious. We’re data-driven, nerdy, and iterate relentlessly as we strive to understand the why.
4) Act like an owner. Do the right thing.
Gallery
