Senior Support Operations Manager
$180,000–$180,000 year
Remote
Job Summary
Lead the rhythm of business for Support leadership by extracting insights from real-time monitoring across performance, CSAT, channel mix, and customer health to inform strategy and operational decisions. Drive 0 to 1 programs and key initiatives by proactively shaping new capabilities or advancing existing ones like the Learning Academy. Own the customer lifecycle intelligence layer by partnering with Product and Data to surface usage and health signals, defining playbooks that turn those signals into actionable steps for agents. Advance AI and automation strategy by integrating tools like Claude and Intercom to boost team productivity and improve the customer experience. Lead capacity modeling, annual planning, budgeting, and monthly business reviews while consolidating disparate data sources into unified dashboards for performance management. Represent the Support organization in company-wide initiatives, strategize and execute on OKRs, and drive alignment with key business partners.
Required Qualifications
- 5+ years working as the operational core of a customer-facing organization: Support, Customer Experience, or something closely adjacent
- Recent Support Ops experience
- Led change that actually sticks
- Process redesigns
- AI integrations (Claude, ChatGPT, Gemini, and others)
- High degree of business ownership
- Turn data into a POV and a plan
- Tracing a metric back to its root cause
- Forward to its business implication
- Arriving with a recommendation people can act on
- Effectively move from ambiguous problems to launched initiatives with targeted outcomes
- Hold the strategic thread
- Do the detailed work when it matters
- Earn trust at the executive level
- Move a room toward alignment
- Owned a budget
- Run a planning cycle
- Explained a variance
- Financial forecasting
- Fluent in Intercom/Zendesk
- Fluent in Gainsight/Planhat
- Fluent in Salesforce
- Fluent in Jira/CWM software
Desired Qualifications
- Domain expertise
- How you think
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