Support Operations Manager
Job Summary
Owning the administration and optimization of the Support tech stack, the full-time remote Support Operations Manager will manage day-to-day operations and execute strategic initiatives to enhance the customer experience across the organization.
Key responsibilities:
- Administer and optimize the Support tech stack, ensuring reliable operations and continuous improvement
- Translate business objectives into operational processes and workflows in collaboration with Support leadership
- Design and implement data synchronization flows and dashboards to provide visibility into customer interactions and support metrics
Required qualifications:
- 3-5+ years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment
- Experience supporting senior leaders within multi-tiered Support organizations
- Proven expertise in administering Support Ticketing platforms, preferably Salesforce and Intercom
- Strong analytical skills with a deep understanding of Support metrics and KPIs
- Experience managing cross-functional initiatives and effectively communicating project outcomes
Complete Job Description
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