Senior Support Operations Manager

Job Summary

A company is looking for a Senior Support Operations Manager to provide strategic and operational leadership for customer support systems and processes.

Key Responsibilities

• Institute best practices for Support Operations, focusing initially on the Platform Operations team
• Own the roadmap for enhancements to the helpdesk solution, including design and maintenance of workflows and automations
• Lead the customer support analytics strategy, delivering KPIs and data-driven insights to senior leadership

Required Qualifications

• 5+ years of experience in Operations, CX Ops, or Support Operations with leadership responsibilities
• Hands-on expertise with Intercom or a comparable helpdesk platform
• Proven ability to operate strategically while executing with attention to detail
• Experience in SaaS or high-growth technology environments