Senior Manager, Customer Support Operations

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Oversee Tier 1 customer support operations, which encompass intake, triage, escalation, case management, and resolution processes.

• Formulate and implement customer support strategies aimed at enhancing responsiveness, service quality, and customer outcomes.

• Define operational standards, workflows, and performance metrics throughout the support organization.

• Leverage support analytics, reporting, and customer feedback to uncover trends, minimize recurring issues, and boost operational performance.

• Manage and refine Jira Service Management processes, dashboards, and reporting protocols.

• Track ticket volume, backlog status, response times, resolution times, first-contact resolution, and customer satisfaction key performance indicators (KPIs).

• Collaborate with Tier 2, Tier 3, Product Management, Engineering, and Operations to enhance escalation management and reduce repetitive incidents.

• Champion continuous improvement initiatives that streamline the support experience and mitigate customer friction.

• Recognize opportunities for AI, automation, predictive analytics, self-service tools, and intelligent routing.

• Lead, mentor, and cultivate a high-performing support team.

• Relay performance trends, business insights, and opportunities for improvement to senior leadership.

⛳️ Requirements

• A degree or equivalent experience is required.

• Typically, a minimum of 12 years of professional experience.

• At least 4 years of management experience is necessary.

• Proven experience in leading customer support, service operations, technical support, or help desk teams within a complex technology environment.

• Background in managing and developing people leaders or customer support professionals.

• Proficiency in using Jira and Jira Service Management platforms.

• Experience in creating and utilizing operational dashboards, KPIs, and service performance reports.

• A track record of successfully driving process enhancements, operational efficiency, and customer satisfaction initiatives.

• Strong skills in stakeholder management and cross-functional leadership.

• Willingness to travel up to 15% as necessary.

• Capability to work at a computer and engage in virtual meetings for extended durations.

• Preferred: experience with eazyBI or similar business intelligence and analytics platforms.

• Preferred: background in implementing AI-driven customer support solutions, automation tools, or predictive analytics capabilities.

• Preferred: familiarity with IT Service Management (ITSM) practices, incident management, and service operations.

• Preferred: experience in enhancing customer effort scores, CSAT, SLAs, and first-contact resolution metrics.

• Preferred: Six Sigma, Lean, continuous improvement, or process optimization experience.

• Preferred: experience in supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments.

🏝️ Benefits

• Competitive compensation package.

• Annual bonus or long-term incentive opportunities may be available.

• Equal employment opportunities are provided.

• Reasonable accommodations for applicants with disabilities.