Support Operations Manager

Role overview

The Support Operations Manager owns the operational foundation of a Support organization and serves as the link between Support and centralized Revenue Operations. This role combines day-to-day administration of support systems with strategic process improvement, reporting, automation, and change management. The goal is to create scalable workflows, reliable data, and clear visibility so support teams can deliver a consistent customer experience.

Responsibilities

- Administer and optimize the support technology stack, including Salesforce, Intercom, Jira, and connected integrations. - Translate Support leadership priorities into operational processes, workflows, system configurations, and execution plans. - Design data flows between support and customer systems to improve handoffs, visibility, and reporting. - Build and maintain dashboards and reports for metrics such as SLA performance, customer satisfaction, ticket volume, backlog, and resolution time. - Identify opportunities for automation, workflow improvement, and AI-enabled tooling that produce measurable operational impact. - Coordinate with Revenue Operations and cross-functional stakeholders to align data, processes, and tool design without relying on direct authority. - Support product-release change management, reporting, and periods of increased support demand. - Document workflows and operating knowledge so processes can scale across the team.

Requirements

- Three to five or more years of experience in Support Operations, Business Operations, or a similar role in a fast-paced SaaS environment. - Experience supporting senior leaders in a multi-tiered Support organization, including escalation paths and management structures. - Proven ability to administer and improve support ticketing platforms and AI chatbots; Salesforce and Intercom experience is preferred. - Familiarity with workflow automation and integrations across business systems. - Strong analytical skills and fluency with Support KPIs, trend analysis, and operational reporting. - Ability to work effectively with stakeholders who have different working styles and priorities.

Benefits and work setup

The role is fully remote and includes home-office support. Benefits include performance-bonus eligibility, equity for full-time employees, medical coverage with employee and dependent subsidies, an HSA contribution for eligible plans, covered dental, vision, life, and disability insurance, paid parental leave, flexible paid time off, company holidays, a quarterly wellbeing allowance, and additional health and assistance programs.