Job Title: Director of CX Operations & Customer Support Location: Remote - preferred hubs: Mexico City, UK About Creatopy Creatopy is an exponentially growing, venture-backed startup transforming how marketers create and publish ad campaigns. Our AI-powered platform helps brands and agencies scale high-quality, on-brand ads faster and more efficiently than ever. Unlike bloated enterprise software or fragmented AI tools, Creatopy streamlines the process—from design to deployment—driving better performance and higher ROI. Trusted by brands like AstraZeneca, NASCAR, and The Economist, we’re helping to eliminate friction in the campaign process so that marketers can move at the speed of relevance. Find out how at www.creatopy.com. What We’re Looking For: As the most senior hire within the CX structure, the Director of CX Ops & Support will architect the systems, culture, and strategic foundation of a world-class customer support organization. This role is ideal for a builder — someone who can roll up their sleeves, lead by example, and elevate both people and process. You’ll be responsible for introducing scalable systems, automation, and segmentation strategies to ensure the right level of service for each customer. As a player-coach, you'll work across levels — coaching the team, driving day-to-day excellence, and translating complex technical issues into actionable improvements. You’ll also serve as the connective tissue between CX, Engineering, QA, and Product to reduce friction, close the loop on quality issues, and make the customer voice impossible to ignore. What You'll Do: Responsibilities Own all support operations: tools, workflows, SLAs, performance management, and automation Design and implement triage systems that segment by customer type, priority, and intent, while establishing clear SOPs, escalation paths across Tiers 1–3, and robust tagging standards to ensure clean, actionable support data Partner with Engineering and QA to create a closed-loop system between bug reporting, resolution, and feedback Lead the hiring, training, and upskilling of a global support team Drive proactive support initiatives (preemptive messaging, triggers, customer status updates) Own analytics dashboards and define KPIs tied to resolution time, CSAT, and automation Champion AI-powered self-serve and chat experiences that scale without sacrificing quality Act as a strategic partner to the Head of CX — influencing priorities across the org What You Bring To The Table: 10 years of experience leading customer support or operations at fast-growing SaaS or consumer tech companies Demonstrated success scaling support for B2B customers - experience in marketing automation and ad tech is a plus Hands-on experience implementing AI tools and automation to increase deflection and optimize support systems Strong background in developing and operationalizing VoC initiatives that influence product and business outcomes Proven track record managing support metrics, building dashboards, and driving continuous improvement Excellent communication skills and the ability to influence cross-functionally across executive, product, and ops teams Strong process orientation with a track record of driving structure, efficiency, and continuous improvement in CX and support operations — grounded in operational best practices and scalable systems thinking. Proficient in platforms like Intercom, Zendesk, Recurly, and product feedback tools. What We Offer: Massive potential: Exponentially growing business in hot AI and adtech space Grow with Us : Exceptional learning opportunities Rewarding your efforts : Competitive salary and stock options Thrive & vibe: Dynamic and supportive work environment Why Join Us: At Creatopy, we're not just a team. We're a community of entrepreneurial thinkers and problem solvers. We’re passionate believers in our product and our mission, and together, we bring ideas to life, measuring our success through the impact we create. If you believe you belong here, apply today!