Customer Support Operations Manager

Job Summary

A company is looking for a Manager, Customer Support Operations.

Key Responsibilities

• Build and manage the support function, defining workflows and service levels
• Oversee support systems, including tools like Zendesk, and establish performance metrics
• Collaborate with community support and coordinate efforts across multiple products

Required Qualifications

• 7+ years of experience in customer support roles, with at least 3 years in a leadership position
• Hands-on experience with support platforms, preferably Zendesk
• Proven success in building or scaling support operations in a startup or growth-stage company
• Experience with technical product support and payment/billing support
• Familiarity with freemium, open-source, or B2C SaaS products