Support Operations Manager
Core
Primary owner of operations within the Support organization, serving as the bridge between Support and Revenue Operations to ensure alignment across systems, data, and processes.
Role type
Support Operations Manager
Builds
Scalable support operations, automated workflows, and data-driven reporting systems for a SaaS platform serving self-care businesses.
Domain
SaaS / Customer Support / Revenue Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Support operations best practices, Salesforce administration, Intercom management, Jira administration, workflow automation, data analysis, KPI monitoring, change management, project management, technical aptitude
Preferred skills
AI chat bot administration, experience supporting senior leaders (Director+), fluency in Support metrics (SLA, CSAT, ticket volume)
Responsibilities
Own administration and optimization of Support tech stack (Salesforce, Intercom, Jira); Execute strategy in partnership with Support leadership; Design and implement data sync flows; Design and maintain dashboards for Support KPIs; Proactively identify and implement automation and tooling enhancements; Collaborate with Revenue Operations and cross-functional stakeholders; Support change management for product releases; Maintain clear documentation of processes and workflows.
Seniority
Mid-level, hands-on IC
