Job Overview
Location
Seattle, US
Job Type
Full-time
Category
Data Science
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Own the strategy, execution, and continuous improvement of Hiya’s product support operations across customer-facing products, internal tools, external support platforms, workflows, automation, metrics, and reporting.
- • Define clear ownership models for how support requests are handled across Product, Customer Success, Engineering, Sales, Marketing, and other teams to ensure consistent customer answers and clear internal accountability.
- • Build support systems that reduce avoidable ticket volume, decrease time to resolution, and minimize the need for human intervention through automation, self-service, and product improvements.
- • Establish trusted support reporting including dashboards, recurring summaries, customer pain-point analysis, and feedback loops that inform product and engineering decision-making.
- • Lead the evaluation, implementation, and ongoing improvement of AI-enabled support tools and customer operations platforms such as Zendesk, Salesforce, Gleap, Fin, Intercom, or Pendo.
- • Get hands-on with configuration and technical implementation of workflows, automations, integrations, support forms, knowledge bases, routing logic, reporting, and light coding or scripting as needed.
- • Improve Hiya’s internal support tooling—including customer admin and operator admin tools—by identifying gaps, shaping requirements, validating impact, and collaborating with Product and Engineering teams when dedicated resources are unavailable.
- • Turn support data into actionable product insights by analyzing recurring customer issues and partnering with Product and Engineering to drive systemic fixes rather than reactive fixes.
- • Scale the support function without linear headcount growth by creating clear processes, connected tools, defined ownership, and automated workflows that adapt as the company and customer base expand.
- • Maintain visibility into global support operations across consumer mobile apps and B2B SaaS products, ensuring consistent service quality for users and mobile network operator partners.
- • Collaborate with distributed teams including international stakeholders to align on support standards, tooling, and feedback mechanisms.
- • Use product analytics, session replay, and business intelligence tools (e.g., Pendo, Amplitude, LogRocket, Sigma, Databricks) to identify patterns and prioritize product improvements based on real customer behavior.
- • Operate with autonomy in ambiguous environments, making decisions based on data, stakeholder input, and business impact while remaining flexible to changing priorities.
- • Uphold Hiya’s core values: Serve customers with trust and quality, Own outcomes including failures, Lead with a point of view and commit fully after decisions are made, Improve continuously even if it means changing course, and Do rather than observe.
🎯 Requirements
- • 4-8 years of experience in support operations, product support, customer operations, support platform administration, or a similar role.
- • Hands-on experience handling customer support tickets and building processes, workflows, and automations to improve efficiency.
- • Experience owning or administering support and customer operations platforms such as Zendesk, Salesforce, Gleap, Fin, Intercom, Pendo, or similar tools.
- • Experience using AI tools, automation, or chatbot platforms to improve support quality, reduce manual work, or create better self-service experiences.
- • Strong systems judgment, technical comfort, and execution ability: ability to diagnose messy processes, configure tools, work with structured data, build reports, and use light coding or scripting when needed.
- • Strong communication and influence skills to align stakeholders and lead cross-functional work without formal authority.
🏖️ Benefits
- • Employer-sponsored insurance: medical, dental, and vision (PPO & HDHP) with 50% dependent coverage.
- • Health, flexible spending, and dependent care accounts.
- • Life, AD&D, and accident coverage with company-paid life and long-term disability.
- • 401(k) with 3% company match via Fidelity.
- • Flexible vacation policy and paid company holidays.
- • Paid parental leave.
- • Work-from-home equipment stipend.
- • $1,000 annually to invest in learning and growth.
- • $1,000/year in charitable donation matching.
- • Team lunch 3x per week.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Hiya, Inc.
Hiya is a leading conversational phone intelligence company that helps businesses and consumers identify and block spam calls and texts. Their platform analyzes billions of calls and texts monthly to provide real-time insights and protection against unwanted communications. Hiya's technology is used by mobile carriers, device manufacturers, and app developers to enhance the user experience and combat fraud. They offer solutions for call blocking, caller identification, and reputation management, aiming to make phone calls safer and more trustworthy for everyone. The company operates in the telecommunications and cybersecurity industries, focusing on mobile security and communication integrity.
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