Senior Manager - Support Operations
Core
Lead a team of Functional Support Consultants to deliver high-quality support for scalable SaaS products, ensuring efficient issue resolution and delightful customer experiences.
Role type
Senior Manager, Support Operations
Builds
Customer support operations for SaaS products
Domain
SaaS / Customer Support
Required skills
Team leadership, Performance management, Operational oversight, Escalation handling, Cross-functional collaboration, KPI analysis, Application troubleshooting, Stakeholder communication
Preferred skills
SaaS environment experience, UK/US client management experience
Technologies
Case management systems, Knowledge bases, Defect management tools
Responsibilities
Lead and mentor a team of Functional Support Consultants; Monitor team performance against KPIs and SLAs; Oversee daily support operations and ticket queue management; Act as primary escalation point for complex customer issues; Partner with stakeholders to drive product improvements based on customer feedback.
Seniority
Senior, hands-on IC