Director of Technical Operations

About this role

Aesthetix CRM is the #1 CRM and marketing automation platform built exclusively for medical aesthetics practices. We are a HIPAA Business Associate running on GoHighLevel with integrations across Twilio, Vercel, Supabase, and more. We're hiring a Director of Technical Operations — a player-coach role that combines hands-on troubleshooting with leading and developing a support team, building processes, documentation, and AI-augmented tooling. What You'll Do: - Run daily support operations: ticket triage, escalations, SLAs, quality control, process improvements - Serve as the top-tier escalation point for complex GoHighLevel issues, automation failures, Twilio/telephony problems, API integrations, and webhook debugging - Meet directly with clients to scope requirements, diagnose issues, and implement live fixes - Build and optimize GHL workflows using Zapier, Make, N8N, Active Pieces, and custom integrations - Use AI tools to write code, build utilities, and accelerate delivery — heavy vibe-coding and AI-conductor focus: you'll use AI assistants (Claude, ChatGPT, Cursor) to generate scripts and iterate quickly - Create help articles, SOPs, video walkthroughs, and internal documentation - Coach and mentor support team members (team of 3+), run 1:1s and performance reviews What We're Looking For: - 2+ years hands-on GoHighLevel experience (required) - CRM automation experience: Zapier, Make, N8N, Active Pieces - Ability to write or AI-generate scripts in JavaScript, Python, or TypeScript - Proven experience using AI assistants effectively (Prompt Engineering / AI-assisted Development) - Experience producing help docs, knowledge base articles, and video tutorials - Comfort in client-facing meetings and live troubleshooting - Strong troubleshooting skills across CRM, telephony, APIs, webhooks, DNS, email delivery - Experience managing or mentoring a support team of 3+ - Self-starter who can operate independently Preferred Qualifications: - Healthcare, health IT, or medical aesthetics background - Twilio experience (Studio, messaging, voice/IVR) - EMR systems familiarity (Zenoti, Nextech, PatientNow, Meevo) - HIPAA awareness and PHI handling experience - Supabase, Vercel, Google Cloud, or Cloudflare Workers familiarity Success Milestones: - 30 days: fully onboarded, understand the stack, handle escalated tickets independently - 60 days: running daily support operations, taking client calls, shipping initial help articles - 90 days: founder removed from escalation chain; you fully own the function - 12 months: become product expert with a clear CTO path Benefits: 14 days PTO, 7 paid holidays, 401(k) matching after 1 year, fully remote.