Support Operations Manager

Job Summary

To support a rapidly scaling Support organization, the full-time remote Support Operations Manager will own and advance the Support RevOps roadmap, optimize Salesforce Service Cloud, and enhance Intercom configurations to improve agent workflows and customer experiences.

Key responsibilities

• Own and advance the Support RevOps roadmap in collaboration with Support leadership
• Build and optimize Salesforce Service Cloud case management queues, SLAs, and escalations
• Enhance Intercom configurations and workflows to streamline support processes across multiple channels

Required qualifications

• 3+ years in revenue operations, support operations, or systems administration for customer-facing teams
• Deep expertise in Intercom, including workflows, custom apps, and multi-channel configurations
• Strong experience with Salesforce Service Cloud for case management and reporting
• Knowledge of workforce management systems and automated quality assurance tooling
• Experience in Agile environments with a focus on cross-functional collaboration and roadmap management