Senior Technical Support Manager

Job Summary

A company is looking for a Sr. Technical Support Operations Manager to oversee operational architecture for customer support efficiency and quality.

Key Responsibilities

• Lead strategic roadmap planning and prioritization for the technical support organization
• Optimize support delivery processes and manage the global support stack lifecycle
• Drive demand and capacity planning using historical data for staffing requirements

Required Qualifications

• 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment
• Proficiency with Salesforce Service Cloud and operational tools like WFM and QA platforms
• Strong capability in capacity modeling and volume forecasting
• Proven experience in formalizing processes into scalable workflows
• Experience collaborating with Support leadership to meet service level targets