Director of Technical Operations
Heavy vibe-coding and AI-conductor focus: you’ll use AI assistants (Claude, ChatGPT, Cursor) to generate scripts and accelerate delivery while iterating quickly.
About the Role
Director of Technical Operations to own and scale the technical support function for a CRM and marketing automation platform serving medical aesthetics practices. This player-coach role combines hands-on troubleshooting across GoHighLevel, Twilio, automations and integrations with leading and developing a support team, building processes, documentation, and AI-augmented tooling.
Job Description
Role
We are hiring a Director of Technical Operations to run the technical support function end-to-end for a CRM/marketing automation platform used by medical aesthetics practices. This is a player-coach position: you will be hands-on with complex technical issues while building the processes, documentation, and team to scale support operations.
Company & Stack
The platform operates as a HIPAA Business Associate and runs on GoHighLevel (GHL) with integrations across Twilio, Vercel, Supabase, and more. The team is small and moves quickly, emphasizing ownership and continuous shipping.
Key Responsibilities
- Run daily support operations: ticket triage, escalations, SLAs, quality control, and process improvements
- Serve as 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 live fixes in client accounts
- Build and optimize GHL workflows and automations using Zapier, Make, N8N, Active Pieces, and custom integrations
- Use AI tools (Claude, ChatGPT, Cursor, etc.) to write code, build utilities, and accelerate delivery as an “AI conductor”
- Create and maintain help articles, SOPs, video walkthroughs, and internal documentation
- Coach and mentor support team members, run 1:1s, and instill technical curiosity and accountability
Requirements
- 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 tools
- Ability to write or AI-generate working scripts in JavaScript, Python, or TypeScript to solve real problems
- Proven experience using AI assistants effectively (prompting, iterating, validating output)
- Experience producing help docs, knowledge base articles, or video tutorials
- Comfortable in client-facing meetings and live troubleshooting via screen share
- Strong troubleshooting instincts across CRM, telephony, APIs, webhooks, DNS, and email
- Experience managing or mentoring a support team of 3+
- Self-starter who operates independently and makes sound decisions without constant oversight
Preferred Qualifications
- Background in healthcare, health IT, or medical aesthetics
- Twilio experience (Studio, messaging, voice/IVR)
- Familiarity with EMR systems such as Zenoti, Nextech, PatientNow, or Meevo
- 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
What Success Looks Like
- 30 days: onboarded, understands the stack, handling escalated tickets independently
- 60 days: running support operations daily, taking client calls, and shipping initial help articles
- 90 days: founder removed from escalation chain; you fully own the function and are driving improvements
- 12 months: become the product expert on the team with a clear path to c-suite (CTO)
Benefits
- 14 days PTO
- 7 paid holidays
- 401(k) matching after 1 year
- Remote work environment