The Director of Technical Operations will oversee the support team's daily operations, troubleshoot technical issues, meet with clients, and optimize workflows and automations, driving overall improvements in technical support.
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
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
- 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
Benefits
- PTO - 14 Days
- Paid Holidays - 7 days
- After 1 Year - Matching 401K
- Remote work environment
Top Skills
Gohighlevel
JavaScript
Make
N8N
Python
Supabase
Twilio
Typescript
Vercel
Zapier
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