As the Support Operations Manager at Privy, you will own the internal systems and workflows that keep our Developer Success team efficient, responsive, and focused. You’ll act as air traffic control for support requests, triaging issues via Pylon and Slack, improving internal workflows, coordinating pre-sales engineering support, and maintaining CRM and support data hygiene. You’ll partner closely with forward-deployed engineers, DevRel, product, and sales teams to keep our developer-facing motion running smoothly and scalably.

This is a high-leverage operations role where attention to detail, a systems mindset, and a bias for execution will make you critical to our day-to-day support function.

What you'll do

• Own triage and routing for inbound support tickets, ensuring issues are assigned, tracked, and resolved efficiently across the Developer Success team.

• Maintain and improve internal workflows and automation in support tooling (especially Pylon and Slack) to streamline handoffs and reduce friction.

• Create and document internal SOPs for ticket triage, escalation, and engineering support handoffs.

• Coordinate engineering support for upcoming customer or sales calls, ensuring technical coverage is planned in advance.

• Manage data hygiene in HubSpot, including tagging, customer record accuracy, and syncing support insights across teams.

• Monitor support SLAs and contribute to lightweight reporting on support volumes, response times, and team capacity trends.

• Work closely with cross-functional teams (Sales, Engineering, Product) to continuously improve the quality and efficiency of support processes.
  

What we're looking for

• 2–4 years of experience in support operations, customer experience, technical program management, or a related operational role.

• Highly organized and process-driven, with a strong attention to detail and a bias toward action.

• Familiarity with customer support tooling (e.g., Zendesk, Intercom, Pylon, Jira) and communication platforms like Slack.

• Comfort working across systems and maintaining data hygiene in CRMs (ideally HubSpot).

• Strong written and verbal communication skills, especially around issue tracking and coordination.

• A systems thinker who enjoys building internal processes that scale with the business.
  

Bonus points if you have...

• Experience in a developer tooling or infrastructure company, or working closely with engineering and product teams.

Why Privy?

We’re committed to creating developer tools that turn complex systems into beautiful, intuitive experiences. As a Support Operations Manager at Privy, you’ll help define how our developer-facing teams scale efficiently and continue delivering world-class support to the teams building with us.

At Privy, you’ll be part of a small, high-caliber team that values shipping fast, learning from customers, and maintaining a strong culture of craft and ownership. We work closely with some of the most exciting teams in web3 and fintech — and we’re still early, so your impact will be felt immediately.

Privy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of background, identity, or status.