Director of Support Operations

Job Description:

Pluralsight is seeking a Director of Support Operations to lead the backbone systems that empower our Global Support team to scale, deliver consistent quality, and continuously improve our agent and customer experience. Reporting to the VP of Global Support, this role will be responsible for orchestrating our support enablement functions - including Quality Assurance, Documentation, Training, Workforce Management, Zendesk Administration, and Support Systems Analysis to drive greater agent performance, knowledge readiness, and operational excellence.

With an experienced background in launching support systems and features with technical proficiency, leading cross-functional initiatives, and transforming insights on impact, this person will ensure the right processes are in place to support a growing, distributed, and technically adept support team.

Who you’re committed to being:

• You bring a meticulous, strategic approach to your work - persistent in execution, intentional in planning, and always thorough.

• You thrive at the intersection of customer compassion and operational precision.

• You’re a natural collaborator, comfortable aligning across Support, Sales, Success, Product, Engineering, and more.

• You act with urgency, adapt with grace, and iterate toward better outcomes.

• You excel at turning ambiguity into action.

• You lead from the front - mentoring teams, modeling curiosity, and driving accountability with structure and clarity.

• You are continuously expanding your expertise, proactively deepening your understanding of Pluralsight’’s products, customers, and evolving support needs.

• You are an advocate for self-service and scalable knowledge - skilled at writing, documenting, and enabling others through clear, accessible resources..

What you’ll do:

• Be responsible for the development and continuous improvement of Support Operations including documentation, training, performance, and quality programs for the entire Support organization. Partnering closely with Support Leadership to ensure alignment with business goals, team needs, and evolving product capabilities.

• Lead a project management cadence to deliver prioritized initiatives across the support operations roadmap including system improvements, future readiness, knowledge updates, and process rollouts.

• Partner with team members, managers, and cross-functional stakeholders to collect feedback, identify enablement gaps, and uncover opportunities to elevate the effectiveness of operational initiatives.

• Serve as a strategic administrator for ZenDesk designing views, macros, workflows, and automation that streamline support delivery and reporting.

• Establish rapid continuous improvement and feedback loops with Product and Engineering ensuring a Voice of Customer to reduce friction and improve launch readiness.

• With the aid of existing data and analysis teams, track and analyze support data to classify trends, drive insights, and shape operational improvement.

• Lead and develop a high-performing team of support operations professionals with clarity, compassion, and a collaborative environment.

Experience you’ll bring:

• Experience supporting global, distributed support teams.

• Familiarity with workforce management tools and processes (e.g. adherence tracking, scheduling, forecasting, shrinkage).

• Background working in both startups and scaled SaaS environments.

• Experience working alongside Product and Engineering teams to influence roadmap readiness and friction-reduction efforts.

• Working knowledge of LMS platforms (Pluralsight, Litmos, Zendesk Guide, LMS’)

• Project Management Certification: Formal certification in project management (e.g., PRINCE2, PMP), reflecting structured planning, execution, and stakeholder alignment expertise.

Requirements:

• 7-10+ years of experience in customer support or operations roles, with at least 5 years in operational leadership roles.

• Deep understanding of sustainable support operations infrastructure - ideally with both startup and mid-market SaaS experience.

• Hands-on expertise with Zendesk system design and administration (including view configuration, macros, triggers, and reporting tools).

• Track record of launching successful “features of support” such as QA, training, doc, wfm, channels, ai, chatbot, bpo, etc.

• Strong project management skills; able to run cross-functional initiatives with clarity and accountability and represent Support in company-wide strategic conversations.

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