Support Operations Manager

United StatesRemoteFull-timemid

Customer SupportSupport Operations Manager

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Quick Summary

Requirements Summary

3–5+ years of experience in Support Operations, Business Operations, or a similar role within a fast-paced SaaS environment.

Technical Tools

Customer SupportSupport Operations Manager

This role owns the operational foundation that enables a high-performing Support organization to deliver a seamless customer experience. You will manage the systems, processes, data, and reporting that keep Support operations efficient, scalable, and aligned with broader revenue objectives. Working closely with Support leadership and centralized Revenue Operations, you will translate strategic priorities into workflows, tooling improvements, and measurable operational outcomes. The position combines hands-on systems administration with strategic project leadership and continuous improvement. You will connect platforms such as Salesforce, Intercom, and Jira while ensuring reliable data flows and actionable visibility into Support performance. This is an opportunity for a technically capable operations leader to shape scalable processes, introduce automation, and make a measurable impact in a fast-paced SaaS environment.

Own the administration, optimization, and ongoing performance of the Support technology stack, including Salesforce, Intercom, Jira, and related integrations.
Translate Support and business objectives into scalable operational processes, workflows, system configurations, and improvement initiatives.
Design and maintain data flows between Intercom, Jira, Salesforce, and other business systems to ensure customer-facing teams have reliable visibility into customer interactions.
Build and maintain dashboards and reporting in Salesforce and Intercom to track Support KPIs and provide actionable insights to Support and Customer Experience leadership.
Monitor Support performance metrics such as SLA adherence, CSAT, ticket volume, backlog, and resolution times to identify trends, risks, and operational gaps.
Proactively identify opportunities for automation, workflow optimization, AI adoption, and tooling improvements that deliver measurable business impact.
Partner closely with Revenue Operations and cross-functional stakeholders to align data, systems, workflows, and operational processes.
Build alignment across teams with different working styles and priorities, influencing effectively without relying on direct authority.
Support change management, reporting, and operational readiness surrounding product releases and changes in Support demand.
Lead cross-functional operational projects, managing priorities, risks, tradeoffs, timelines, and outcomes.
Maintain clear and accessible documentation of processes, workflows, and operational knowledge in Confluence.
Balance day-to-day operational administration and reactive requests with strategic initiatives, prioritizing work according to business impact.
Present projects, initiatives, and OKRs to senior and cross-functional audiences, clearly connecting operational work to business outcomes.
Serve as a trusted operational partner to Support leadership and Revenue Operations while continuously raising the effectiveness and scalability of the Support function.

Requirements

~2 min read

3–5+ years of experience in Support Operations, Business Operations, or a similar role within a fast-paced SaaS environment.
Experience supporting senior leaders at Director level or above within multi-tiered Support organizations, with an understanding of tiering structures, escalation paths, and management layers.
Proven experience administering and optimizing Support ticketing platforms and AI chatbots, with Salesforce and Intercom experience preferred.
Familiarity with workflow automation tools and integrations across multiple business systems.
Strong analytical skills and deep understanding of Support metrics, data, and KPIs, including SLA performance, CSAT, ticket volume, backlog, and resolution time.
Ability to continuously monitor operational data, identify emerging trends, and surface actionable insights before issues become larger problems.
Strong resourcefulness and research skills, with the ability to investigate complex problems and leverage available tools and resources to develop solutions.
Experience presenting operational projects, initiatives, and OKRs to senior and cross-functional stakeholders.
Strong project management skills, including experience coordinating cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes.
Ability to manage competing priorities across reactive support requests, system administration, strategic projects, and ad hoc business needs.
Strong technical aptitude and the ability to quickly learn new systems, understand how platforms interact, troubleshoot issues, and apply technical knowledge to business problems.
Demonstrated understanding of Support Operations best practices and how to translate them into practical, scalable solutions.
Hands-on mindset with the ability to configure tools, investigate issues, and maintain reliable day-to-day operations.
Strong relationship-building and stakeholder management skills, with the ability to establish trust and drive progress without direct authority.
High accountability, attention to detail, and a continuous-improvement mindset.
Ability to use AI and automation tools to improve operational efficiency and generate measurable impact.