Support Operations Manager

Job Summary

Support Operations Manager, responsible for establishing and evolving the operational foundation for a technical support organization in a full-time remote role, focusing on improving workflows, metrics, and cross-functional collaboration.

Key Responsibilities

• Define and evolve a support operations roadmap aligned with company priorities
• Own and optimize Salesforce Service Cloud as the core support platform
• Develop clear documentation and playbooks to support consistent execution

Required Qualifications

• 8-10 years of experience in Support Operations or Technical Support in a B2B environment
• Experience building and leading high-performing teams
• Hands-on experience with Salesforce Service Cloud
• Demonstrated ability to build structure and processes in evolving environments
• Interest in applying emerging technologies, including AI, to improve workflows