Support Operations Manager
Support Operations Manager
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Job Description
As the Manager of Support Operations youll be pivotal in optimizing product and support workflows enhancing tooling and processes and driving strategic initiatives that improve customer and agent experiences. Youll lead the Support Operations team leveraging AIdriven automation data insights and process improvements to ensure operational efficiency scalability and alignment with business goals while fostering a culture of continuous innovation.
Key Responsibilities
- AIDriven Optimizations & Workflow Enhancements
- Identify and implement automation and datadriven solutions to streamline agent workflows reduce manual effort and improve resolution efficiency.
- Collaborate with Product & Engineering teams to optimize platform functionality and reduce common support issues.
- Leverage analytics and automation to enhance ticket routing issue categorization and agent response efficiency.
- Continuously evaluate and integrate new tools to optimize agent performance ticket resolution speed and operational efficiency.
- Support Operations Strategy &
- Align support operations strategies with business objectives ensuring scalability and efficiency in support processes.
- Drive process automation initiatives to reduce repetitive tasks and increase team productivity.
- Monitor and analyze key performance metrics (e.g. resolution time escalated conversations feedback utilization rate) to drive continuous improvements.
- Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and compliance across operations.
- Collaborate with crossfunctional teams to ensure customer feedback informs support strategy and broader business initiatives.
- Advocate for customercentric improvements by strengthening feedback loops between support product and engineering.
- Oversee credential management processes to ensure accurate and timely access provisioning meeting SLAs.
- Team Development & Reporting
- Lead mentor and develop a highperforming Support Operations team fostering a culture of continuous learning and innovation.
- Define performance goals and implement datadriven coaching strategies to improve team effectiveness.
- Develop and execute hiring strategiesto attract and retain top talent ensuring the team scales effectively with business needs.
- Provide detailed datadriven insights and reporting to leadership focusing on efficiency gains customer trends and areas for improvement.
- Tooling & Process Enhancements
- Own the evaluation implementation and seamless integrationof AIdriven support tools (e.g. workflow automation smart ticketing) to enhance efficiency and resolution speed.
- Work closely with product teams to advocate for features that improve platform usability and reduce support demand.
- Stay up to date on industry trends emerging technologies and best practices in support operations.
Experience & Qualifications
- 5 years in customer support support operations or process optimization with at least 2 years in a leadership role.
- Proven experience leveraging AI automation or machine learning tools to optimize customer support workflows.
- Strong analytical skillswith a datadriven approach to improving efficiency and customer satisfaction.
- Experience implementing and optimizing support platforms ticketing systems and automation tools to enhance workflows.
- Excellent communication and stakeholder management skills with the ability to collaborate crossfunctionally and advocate for customer needs.
- Ability to manage multiple projects balance priorities and drive AIled transformation in a fastpaced environment.
- Proactive mindset with a passion for continuous learning staying updated on industry trends and best practices in support operations.
Bonus
- Experience in AIdriven customer support solutions such as automated triage and predictive analytics
- Familiarity with machine learning models for customer support and AIenhanced agent assist tools.
- Background in support operations within a SaaS or techdriven organization.
Required Experience:
Manager
Employment Type
Full-Time
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