Senior Manager, Customer Support Operations

Job Summary

To build and run customer support for enterprise partnerships, the full-time Senior Manager, Customer Support Operations will manage compliance-driven support flows, oversee ticket resolution, and refine operational processes in a remote setting.

Key responsibilities

• Manage the customer support queue, resolving tickets and auditing existing documentation and processes
• Own support outcomes, including SLAs and escalation protocols, while building and maintaining a comprehensive knowledge base
• Scale the support function by evaluating staffing needs and onboarding new team members or BPO partners based on real ticket data

Required qualifications

• Proven experience building and managing customer support or risk/compliance support teams
• Strong understanding of compliance-driven processes, particularly in financial services or technology sectors
• Ability to analyze ticket data to inform staffing and operational decisions
• Experience developing knowledge bases and documentation that support both human and AI interactions
• Willingness to remain hands-on with ticket resolution while scaling the support team