Support Operations Lead

About the Role

This role blends strong technical aptitude with robust client-facing communication skills. As the Support Operations Lead, you'll be the first dedicated support hire at Your Money Line, which means you'll handle day-to-day customer interactions and design, implement, and continuously improve our support infrastructure, processes, and standards. You've built something like this before, and you're ready to do it again.

You will own the customer support experience across chat, email, and ticketing systems while helping to refine best practices — reporting to the Director of Client Success.

To succeed as a Support Operations Lead, you should be an effective communicator, possess broad technical competency, and strong multitasking skills.

About Your Money Line 

Money is the #1 stressor for American workers—and we're on a mission to create financial stability and confidence for all. YML is a leading financial wellness benefit pairing AI-powered software with empathetic human coaching to change the financial lives of thousands of households—from teachers to nurses and everyone in between. With YML, employees get help with everyday money challenges, and employers see gains in team wellness, retention, and engagement.

Your Money Line was founded by Peter Dunn (aka Pete the Planner™) and is funded by leading Midwest investors, such as Allos Ventures, First Trust Capital Partners, Elevate Ventures, and CareSource.

Key Responsibilities

• Design and own the support infrastructure, processes, and standards that will scale with the business
• Analyze ticket trends to identify product issues, user friction, and improvement opportunities
• Partner with Product and Engineering teams to escalate bugs and advocate for resolution
• Create and maintain internal documentation and customer-facing help resources
• Serve as the primary point of contact for customer support inquiries via chat, email, and support tickets
• Deliver timely, accurate, and empathetic support to end users and employer clients
• Troubleshoot technical issues across mobile and desktop applications
• Translate complex technical issues into clear, user-friendly explanations
• Track and report on Service Level Agreements (SLAs) and resolution time standards
• Help refine support processes to improve efficiency and customer satisfaction

Requirements

• 2–4 years of experience in customer support or technical support, preferably in a SaaS environment
• Strong technical aptitude with the ability to troubleshoot software issues
• Ability to read API documentation, trace integration issues, and communicate technical failures to engineering teams (no coding required, but you need to understand what's breaking and why)
• Experience working with ticketing/support platforms
• Excellent written communication skills (clear, concise, professional)
• Ability to manage multiple priorities and meet SLA/Time Service expectations
• Experience building or scaling a support function from scratch (preferred)
• Familiarity with mobile (iOS/Android) and web application support (preferred)
• Experience supporting B2B customers and/or employer-sponsored benefits platforms (preferred)

Benefits

• Medical Insurance
• Dental and Vision Insurance
• Life Insurance
• 401k with a 4% match
• Company equity options
• Work laptop
• Unlimited wellness time off
• Unlimited paid time off 
• Hybrid office model
• Paid holidays
• Paid maternity, paternity, and adoption leave
• HSA and employer HSA contribution
• Office snacks
• Regular employee events
• Fun startup culture
• Voted a “Best Place to Work in Indiana” 2023, 2024, 2025, 2026

If you feel you meet these qualifications, you get excited by the idea of helping millions of people achieve financial stability, and you want to work with a diverse, hardworking team – we'd love to meet you.