Support Operations Manager

Job Summary

A company is looking for a Support Operations Manager to lead and develop a high-performing support organization.

Key Responsibilities

• Lead and develop a team of Support Associates, establishing goals and monitoring performance
• Own end-to-end support operations and continuously refine workflows to improve customer experience
• Serve as the primary escalation point for complex issues and partner with internal teams to enhance resolution quality

Qualifications

• 5+ years of experience in customer support or operations, with 2+ years in a management role
• Experience managing and scaling support teams in a fast-growing or startup environment
• Strong familiarity with support tools, particularly Zendesk, and AI-driven automation
• Data-driven mindset with experience in using support metrics for decision-making
• High degree of empathy and excellent judgment in developing support processes for clients seeking mental healthcare