Director of Technical Operations

About This Role

We're the CRM and marketing automation platform behind 300+ medical aesthetics practices nationwide. Our stack runs on GoHighLevel, Twilio, Vercel, Supabase, and more, and we operate as a HIPAA Business Associate. We're a small team that moves fast, ships constantly, and takes ownership seriously. We're hiring a Director of Technical Operations to take over the technical support function end-to-end — from advanced troubleshooting and client-facing solution delivery to leading and developing our support team. This is a player-coach role. You'll be deep in the platform every day solving complex problems while building the processes and team that let us scale. Right now, most advanced troubleshooting and technical decisions run through our founder. This hire changes that. If you want real ownership — not a middle-management seat — this is it. What You'll Own Run the support team's daily operations: ticket triage, escalations, SLAs, quality, and process improvement Serve as the top-tier escalation point for complex GHL issues, automation failures, Twilio/telephony problems, API integrations, and webhook debugging Meet directly with clients to scope requirements, diagnose issues, and implement solutions live in their accounts Build and optimize GHL workflows, Zapier/Make/N8N automations, and custom integrations Use AI tools (Claude, ChatGPT, Cursor, etc.) to write code, build utilities, and accelerate delivery — we need an AI conductor, not a traditional software engineer Create and maintain help articles, SOPs, video walkthroughs, and internal documentation Coach support team members, run 1:1s, and build a culture of technical curiosity and accountability What Success Looks Like 30 days — You've completed onboarding, understand the stack, and are handling escalated tickets independently. 60 days — You're running support operations daily, taking client calls, and have shipped your first help articles. 90 days — The founder is out of the escalation chain. You own the function and are proactively improving it. 12 months — You have become THE product expert on the team and being promoted to a c-suite position at CTO 2+ years hands-on GoHighLevel experience (workflows, custom values, API/webhooks, sub-account management) CRM automation experience with Zapier, Make, N8N, Active Pieces, or similar Coding ability or proven vibe-coding proficiency — you can write or AI-generate working scripts in JavaScript, Python, or TypeScript to solve real problems AI conductor capabilities — you actively use AI assistants and know how to prompt, iterate, and validate output Experience creating help docs, knowledge base articles, and/or video tutorials Comfortable in client-facing meetings — you can screen share with a practice owner, diagnose live, and fix on the spot Strong troubleshooting instincts across interconnected systems (CRM, telephony, APIs, webhooks, DNS, email) Experience managing or mentoring a support team of 3+ Self-starter who operates independently and makes sound calls without constant oversight Preferred Background in healthcare, health IT, or medical aesthetics Twilio experience (Studio, messaging, voice/IVR) Familiarity with EMR systems (Zenoti, Nextech, PatientNow, Meevo, etc.) HIPAA awareness and experience handling PHI Experience with GHL marketplace apps or SaaS white-label operations Familiarity with Supabase, Vercel, Google Cloud, or Cloudflare Workers PTO - 14 Days Paid Holidays - 7 days After 1 Year - Matching 401K Remote work environment

Responsibilities

This role involves running the end-to-end technical support function, including daily operations, serving as the top-tier escalation point for complex system failures, and directly meeting with clients to diagnose and implement solutions. The Director will also be responsible for building, leading, and coaching the support team while developing necessary processes and documentation.

Requirements

Candidates must have at least two years of hands-on experience with GoHighLevel, including API/webhook knowledge, and proficiency in CRM automation tools like Zapier or Make. A key requirement is the ability to act as an 'AI conductor' to generate working scripts in languages like JavaScript or Python, alongside experience mentoring a support team and strong client-facing troubleshooting skills.

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Source: workable