Support Operations Manager
Core
Owns the operational foundation enabling a high-performing Support organization to deliver a seamless customer experience by managing systems, processes, data, and reporting.
Role type
Support Operations Manager
Builds
Scalable operational processes, workflows, and data flows connecting Salesforce, Intercom, and Jira for Support teams.
Domain
SaaS / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Salesforce administration, Intercom configuration, Jira management, workflow automation, data flow design, KPI analysis (SLA, CSAT, ticket volume), project management, stakeholder alignment, documentation, change management.
Preferred skills
AI chatbot administration, Revenue Operations collaboration, technical troubleshooting, OKR presentation.
Technologies
Salesforce, Intercom, Jira, Confluence, AI chatbots
Responsibilities
Administer and optimize the Support technology stack; translate business objectives into scalable operational processes; design and maintain data flows between business systems; build dashboards to track Support KPIs; monitor performance metrics to identify trends and risks; proactively identify automation and tooling improvement opportunities; partner with Revenue Operations to align data and workflows; lead cross-functional operational projects; maintain operational documentation; balance day-to-day administration with strategic initiatives.
Seniority
Mid-level, hands-on IC
