Leads customer support operations strategy, focusing on CX platforms, automation, and AI-driven improvements across support teams.
Role Overview
The Senior Manager, Support Operations leads the strategic development and continuous improvement of customer support operations, optimizing customer experience through technology solutions and operational best practices.
Key Responsibilities
- Own and optimize CX platforms (Zendesk, Ada, etc.)
- Design and improve support workflows, automation, and ticketing logic
- Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
- Partner with Engineering, Product, Legal, and Marketing on scalable CX solutions
- Build dashboards and report on KPIs
- Audit data to maintain accuracy
- Lead vendor relationships and system implementations
- Support training and onboarding through documentation
- Champion change management and best practices
Minimum Qualifications
- 5+ years of Zendesk administration and CX systems experience
- Knowledge of support automation tools (Ada, Ultimate, Zonka)
- Proven AI and chatbot implementation experience
- Understanding of support KPIs and reporting
- Experience leading cross-functional technical projects
- Strong communication and change management skills
Additional Information
Flexible work culture with hybrid or fully remote options. Comprehensive benefits and competitive salary.