Manager, Support Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and enhance a practical, forward-thinking support operations roadmap that aligns with company priorities and customer experience objectives.

• Establish efficient operating rhythms including weekly reviews, performance tracking, and visibility for issue escalation.

• Balance immediate stabilization requirements with long-term enhancements in systems, data, and processes.

• Oversee the structure and continuous improvement of Salesforce Service Cloud as the primary support platform.

• Collaborate in the implementation and refinement of AI-supported tools (such as knowledge generation and chat-based intake) to enhance information capture and accessibility without compromising the quality of complex support interactions.

• Design and improve case lifecycle, fields, taxonomy, and routing logic to accurately reflect real product issues and support workflows.

• Ensure that the system remains straightforward, user-friendly, and adaptable, avoiding unnecessary complexity.

• Work with internal teams and external partners to uphold data integrity and system reliability.

• Collaborate closely with support engineers to comprehend how complex issues are diagnosed and resolved in practice.

• Enhance case intake, categorization, and routing to better align with product areas and team expertise.

• Identify inconsistencies in work processes and introduce structure where it adds clarity and value.

• Define and implement a core set of support metrics that reflect both operational health and customer impact.

• Develop reporting that offers visibility into support demand, trends, backlog, and recurring product or customer issues.

• Convert support activity into actionable insights for Product and Engineering teams.

• Create clear, practical documentation and playbooks that facilitate consistent execution without overly constraining expert teams.

• Explore opportunities to leverage AI to better capture, structure, and present knowledge from complex support cases.

• Identify opportunities to minimize friction in workflows while acknowledging the complexity of the work.

• Introduce improvements incrementally, focusing on adoption and tangible impact.

• Serve as a liaison between Support, Product, and Engineering to ensure support insights are both visible and actionable.

• Assist in establishing feedback loops that connect customer issues to product enhancements.

• Collaborate with leadership to prioritize operational and product-related enhancements.

• Establish and scale the Support Operations function, creating foundational processes and capabilities to support long-term growth.

• Provide clarity, prioritization, and direction in a dynamic environment.

• Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and nurturing a culture of accountability, continuous improvement, and strong business partnership.

• Drive cross-functional collaboration by equipping teams with tools, insights, and scalable processes.

⛳️ Requirements

• 8–10 years of experience in Support Operations, Technical Support, or related roles within a B2B or complex product environment.

• Proven experience in building, leading, and developing high-performing teams, including hiring, coaching, and facilitating ongoing capability development.

• Experience working closely with technical support or support engineering teams.

• Demonstrated ability to align team priorities, roles, and capacity with evolving business needs, ensuring clarity and execution.

• Proven ability to establish structure, reporting, and processes in environments with incomplete or evolving data.

• Interest in utilizing emerging technologies (including AI) to enhance support workflows and knowledge management.

• Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting).

• Familiarity with either Forethought or Agentforce.

• Strong analytical skills with the ability to transform ambiguous data into clear insights and recommendations.

• Capability to operate both strategically and tactically.

• Some travel may be required for company meetings and industry events.

🏝️ Benefits

• Unlimited PTO for salaried employees – because flexibility fuels success.

• Comprehensive medical, dental, and vision coverage.

• Health Savings & Flexible Spending Accounts.

• 401(k) with company match to invest in your future.

• Volunteer Time Off (VTO) to contribute to causes you care about.

• Life and pet insurance for peace of mind.

• Employee Assistance & Mental Health Programs.

• Opportunities for charitable giving.

• Professional coaching and career development.

• …and much more.