We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Senior Support Operations Manager
Location
United States
Posted
6 days ago
Salary
Not specified
Job Description
Role Description
This role offers the opportunity to lead and optimize the support operations that drive exceptional customer experiences. The Senior Support Operations Manager will:
- Define strategic workflows
- Implement AI-powered solutions
- Ensure operational excellence across helpdesk systems
- Translate data into actionable insights
- Improve customer satisfaction
- Collaborate closely with Support, Product, Engineering, Marketing, and Operations teams
The position combines strategic leadership with hands-on execution, focusing on scalable processes, automation, and analytics. It’s ideal for a proactive professional with strong analytical skills, experience in SaaS or high-growth environments, and expertise in customer support platforms. While the role is remote-friendly, alignment with Eastern Standard Time is expected for collaboration.
Accountabilities:
- Lead the design, implementation, and continuous improvement of support workflows, automations, integrations, and customer journeys.
- Own the roadmap for helpdesk enhancements, ensuring alignment with operational goals and cross-functional priorities.
- Develop and deliver clear support metrics, KPIs, and analytics to senior leadership for informed decision-making.
- Manage the adoption, optimization, and governance of AI tools within the helpdesk platform to improve accuracy, deflection, and satisfaction.
- Serve as the subject matter expert for helpdesk systems, establishing best practices, documentation, and change management procedures.
- Partner with internal teams to integrate support operations with company-wide objectives and initiatives.
Qualifications
- 5+ years of experience in Support Operations, Customer Experience Operations, or Operations leadership roles.
- Hands-on expertise with Intercom or similar helpdesk platforms (Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities.
- Proven ability to balance strategic planning with meticulous execution.
- Strong analytical, communication, and stakeholder management skills.
- Experience in SaaS or high-growth technology environments.
- Comfortable operating in a remote-friendly structure and aligning with EST for collaboration.
Benefits
- Competitive base salary range: $110,000 – $120,000, plus performance-based bonus.
- Comprehensive medical, dental, and vision insurance.
- 401(k) matching program.
- Flexible remote-friendly work options with stipends for home office and internet.
- Unlimited PTO and paid holidays.
- Career development, professional training, and advanced education support.
- Opportunities for international team engagement and collaboration.
- Holistic wellness programs and additional perks depending on location.
Job Requirements
- 5+ years of experience in Support Operations, Customer Experience Operations, or Operations leadership roles.
- Hands-on expertise with Intercom or similar helpdesk platforms (Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities.
- Proven ability to balance strategic planning with meticulous execution.
- Strong analytical, communication, and stakeholder management skills.
- Experience in SaaS or high-growth technology environments.
- Comfortable operating in a remote-friendly structure and aligning with EST for collaboration.
Benefits
- Competitive base salary range: $110,000 – $120,000, plus performance-based bonus.
- Comprehensive medical, dental, and vision insurance.
- 401(k) matching program.
- Flexible remote-friendly work options with stipends for home office and internet.
- Unlimited PTO and paid holidays.
- Career development, professional training, and advanced education support.
- Opportunities for international team engagement and collaboration.
- Holistic wellness programs and additional perks depending on location.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
The role involves providing top-level on-site service support, troubleshooting, maintenance, and updates on designated medical imaging products, while also being responsible for the installation of United Imaging Healthcare diagnostic imaging equipment in the assigned geographic region.
Client Technical Support Agent, Healthcare Revenue Cycle
ExperianWe're unlocking the power of data to help create a better tomorrow.
Client Technical Support Agent providing software support at Experian
Member Service Guide - Digital
Devoted HealthOur mission: to dramatically improve the health & well-being of older Americans by caring for everyone like family
The role involves leading real-time digital member support via SMS and Portal Chat, providing accurate and empathetic guidance to resolve needs efficiently while maintaining high quality. Responsibilities also include flexing to outbound outreach and engagement initiatives as business needs change, managing concurrent conversations, and escalating complex issues to appropriate teams.
Ring Developer Engineer
AmazonAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. USA, AZ, Tempe - 77,400.00 - 135,400.00 USD annually. USA, TX, Irving - 77,400.00 - 135,400.00 USD annually. USA, WA, Bellevue - 82,700.00 - 135,400.00 USD annually.
Provide technical support to third-party developers building applications on the Ring Developer Experience platform. Help developers successfully integrate Ring APIs, troubleshoot issues, and accelerate their time-to-market while maintaining high developer satisfaction. Technical...
