Senior Support Operations Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the Support Operations division encompassing Systems, Workforce Management, Quality, and Training.

• Manage and synchronize the four areas as an integrated organization that supports Specialists and Support Engineers.

• Design and execute operational policies, standards, and ongoing practices.

• Recognize and promote integration among functions, such as linking Quality insights to Training materials and aligning WFM forecasts with Systems modifications.

• Directly supervise leaders and team members across the four areas.

• Mentor and develop functional leaders as they enhance programs, recruit teams, and set operational standards.

• Analyze workflows, metrics, limitations, QA scores, forecasting assessments, and systems modifications.

• Assess operational performance and efficiency utilizing data.

• Advocate for efficiency improvements while maintaining quality.

• Create transparency regarding trade-offs across systems reliability, coverage, quality, and training investments.

• Provide strategic advice to Support Leadership on systems and processes as a competitive advantage.

• Represent Support Operations in discussions with Engineering, Product, and People Ops across functions.

• Collaborate with Knowledge Management to create self-service and in-app support experiences.

• Establish uniform processes and standards across the four functions within the first year.

• Formalize collaboration among functions and drive quantifiable efficiency or quality enhancements.

⛳️ Requirements

• Demonstrable experience leading operational functions in a Support or Customer Experience setting.

• Expertise in one or more areas and experience coordinating across various disciplines, including systems, workforce management, quality, or training.

• Experience managing managers or leaders of separate functions.

• Proven track record in hiring and developing teams.

• Ability to establish clear accountability across multiple functions.

• Capacity to remain engaged with the work to evaluate quality, question assumptions, and provide effective coaching.

• History of creating or scaling operational standards and processes in a growing organization.

• Strong capability to understand how different functions interact and devise clear methods for collaboration.

• Proficient in leveraging operational data to identify issues, make trade-offs, and ensure teams meet measurable goals.

• Comfort with ambiguity where functions, processes, and standards are still evolving.

• Skilled in coaching leaders and specialists at various stages of development.

• Excellent communication and facilitation abilities.

• Capacity to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership.

• Genuine commitment to developing individuals beyond mere output management.

• Firm belief that Support is a strategic differentiator rather than a cost center.

• Enthusiasm for efficiency and quality as interconnected objectives.

• Excitement regarding self-service and in-app support solutions.

• Previous experience supporting a B2B SaaS product; application form states, 'If not, please do not apply.'

🏝️ Benefits

• 10-year exercise window for stock options.

• Unlimited PTO with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave available in the US.

• $1,200 annual budget for learning and professional development.

• One-time $2,000 budget for setting up a home office.

• Company-provided laptop.

• Extended health benefits for you and your dependents, subject to availability with the Employer of Record.

• Annual company offsite, team offsites, local meetups, and virtual events.

• International employees receive statutory benefits and, when available, employer-paid supplemental health coverage.