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.

• Data-driven decision maker with proficiency in using performance metrics to identify trends and improve outcomes.

• Excellent written and verbal communication skills with a collaborative coaching-focused leadership style.

Why you'll love working here:

• We're a blended workplace, where team members work remotely or in a hybrid setup depending on their role and location

• We're mission driven and guided by our culture pillars

• We have a strong commitment to diversity and belonging

• We cultivate a culture of trust, autonomy, and collaboration

• We're lifelong learners and champion team member growth and advancement

• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

Pluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today's tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. Pluralsight provides highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.

Physical and Mental Requirements:

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

The annual US base salary range for this role is $95,300- $132,400 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.

Applications must be submitted within 90 days after the initial posting date to be considered.

Please be aware of recruiting scams that may impersonate Pluralsight. These unauthorized parties may use our name, logo, and employee information to solicit personal information or payments from job seekers under the guise of employment offers. Please note the following:

• Pluralsight will only contact candidates through official channels, such as emails from the @pluralsight.com domain or direct messages via our verified profiles (e.g., LinkedIn).

• We will never request payment, banking information, or personal documents (such as your social security number or passport) as part of the application process.

• All legitimate Pluralsight job openings are posted on our Careers page, and our hiring process is outlined in detail on our How We Hire page.

If you receive a suspicious message claiming to be from or about Pluralsight, we encourage you to contact us directly via recruiting@pluralsight.com to verify its authenticity.

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