Operations Manager

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

📋 Description

• Oversee and mentor Support and Professional Services teams; establish objectives, track performance, and promote accountability along with continuous improvement.

• Guarantee a uniform and high-quality customer experience across all support and services interactions.

• Develop and enhance workflows for ticket management, triage, escalations, and service-level agreements; pinpoint and eliminate bottlenecks.

• Take responsibility for customer satisfaction KPIs and implement strategies to achieve or surpass these targets.

• Work in collaboration with Product, Engineering, Sales, and Account teams to address issues, advocate for customer needs, and optimize handoffs.

• Assist in managing TeamSupport, Jira, and additional support and service platforms; suggest enhancements and automation opportunities.

• Recognize trends and recurring issues to proactively enhance product and service offerings.

• Advocate for the use of AI and automation to decrease handling time, improve first-contact resolution, and provide valuable insights.

• Initiate, assess, and expand AI capabilities throughout the support framework; set responsible, accurate, and secure guidelines for AI usage.

• Manage the entire customer onboarding and implementation process, utilizing AI to speed up time-to-value.

• Leverage AI-assisted playbooks, searchable knowledge bases, and on-demand answers to enhance onboarding and enablement for Support and Services hires.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, professional services, or customer operations, ideally within a SaaS or technology environment.

• 1 to 2 years of experience in people management or team leadership.

• Strong knowledge of customer service best practices and post-sales service delivery.

• Demonstrated experience in driving enhancements in customer operations.

• Exceptional communication, leadership, and problem-solving abilities.

• Proficient with tools such as TeamSupport, Salesforce, Jira, and Power BI.

• A data-driven approach, with the capability to analyze metrics and act on derived insights.

• Practical experience in deploying AI or automation, including AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content.

• Experience in managing customer onboarding or implementation, focused on reducing time-to-value.

• Experience in scaling support or services operations.

• Experience in building or leading a global or distributed team.

• A background in project management, such as PMP certification or familiarity with Agile methodologies.

• Exposure to customer journey mapping or customer experience strategy.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Collaborative team culture with a focus on professional development.

• Competitive salary and benefits package.