Sr Support Operations Manager

Senior Support Operations Manager

Location:Remote (LATAM or South Africa strongly preferred)Schedule:Flexible; overlap with U.S. Eastern Time requiredEngagement:Full-time, Independent ContractorCompensation:Competitive; pegged to experience (monthly USD)

About the Role

We’re hiring a hands-onSenior support operations managerto own our global support function end to end. You’ll lead a growing team, design processes, implement self-serve and AI-assisted support, and partner cross-functionally (Product, Engineering, Success, RevOps) to deliverfast, accurate, effortlessresolutions at scale.

Core Outcomes (KPIs)
* Reduce ticket backlogand maintain healthy work-in-progress limits (WIP).
Reduce ticket backlogand maintain healthy work-in-progress limits (WIP).
* Improve speed: Avg. First Response Time (FRT) and Avg. Time to Resolution (TTR) trending down month-over-month.
Improve speed: Avg. First Response Time (FRT) and Avg. Time to Resolution (TTR) trending down month-over-month.
* Increase quality: CSAT ≥ 90%, QA pass rate ≥ target, First Contact Resolution (FCR) ↑.
Increase quality: CSAT ≥ 90%, QA pass rate ≥ target, First Contact Resolution (FCR) ↑.
* Deflection & efficiency: % self-service resolution (help center, in-app guides, chatbots) ↑; cost per ticket ↓.
Deflection & efficiency: % self-service resolution (help center, in-app guides, chatbots) ↑; cost per ticket ↓.
* Operational maturity: Robust playbooks, clear SLAs, accurate forecasting, and staffing models in place within 90 days.
Operational maturity: Robust playbooks, clear SLAs, accurate forecasting, and staffing models in place within 90 days.

Responsibilities
* Lead, coach, and scale a distributed support team (tiering, queues, scheduling, QA, coaching).
Lead, coach, and scale a distributed support team (tiering, queues, scheduling, QA, coaching).
* Establish SLAs/SLOs, escalation paths, incident communications, and problem management loops.
Establish SLAs/SLOs, escalation paths, incident communications, and problem management loops.
* Own support tooling and automation strategy (help desk, live chat, IVR/call, RPA, AI copilot/chatbot, knowledge base).
Own support tooling and automation strategy (help desk, live chat, IVR/call, RPA, AI copilot/chatbot, knowledge base).
* Build a modernself-servicemotion (structured KB, release notes, how-to videos, in-app guides, status page).
Build a modernself-servicemotion (structured KB, release notes, how-to videos, in-app guides, status page).
* Partner with Product/Eng to triage bugs, track known issues, and close the loop with customers.
Partner with Product/Eng to triage bugs, track known issues, and close the loop with customers.
* Instrument reporting (executive dashboards) covering volume, backlog, aging, FRT/TTR, CSAT, FCR, deflection, QA.
Instrument reporting (executive dashboards) covering volume, backlog, aging, FRT/TTR, CSAT, FCR, deflection, QA.
* DriveAI integration: triage routing, agent assist, macro generation, knowledge search/RAG, and summarization.
DriveAI integration: triage routing, agent assist, macro generation, knowledge search/RAG, and summarization.
* Collaborate with Customer Success on handoffs (expansion risks, health scores, VOC insights).
Collaborate with Customer Success on handoffs (expansion risks, health scores, VOC insights).
* Workforce Management: shift planning for 24×5 (or 24×7 as needed), on-call rotation for incidents.
Workforce Management: shift planning for 24×5 (or 24×7 as needed), on-call rotation for incidents.

Ideal Experience
* 5–8+ years in B2B SaaS support; 2–3+ years managing multi-time-zone teams.
5–8+ years in B2B SaaS support; 2–3+ years managing multi-time-zone teams.
* Built/owned support operations at scale (chat + email; phone a plus).
Built/owned support operations at scale (chat + email; phone a plus).
* Strong command of metrics, queue design, and process standardization.
Strong command of metrics, queue design, and process standardization.
* Proven record standing upself-serviceandAI/automationthat measurably reduce handle time.
Proven record standing upself-serviceandAI/automationthat measurably reduce handle time.
* Excellent communication; crisp incident comms and executive-ready reporting.
Excellent communication; crisp incident comms and executive-ready reporting.

Tools (examples)

Zendesk/Freshdesk/Intercom/Help Scout; Dialpad/Aircall; Guru/Confluence; Asana/Jira; Looker/Mode/Power BI; statuspage.io; QA tools (MaestroQA, Klaus); AI/LLM copilots, RAG search.

30/60/90 Plan

30 days:Audit team, queues, macros, and KB; baseline KPIs; publish interim SLA.60 days:Ship revamped KB and chatbot intents; implement QA rubric; staff model; weekly exec dashboard.90 days:Achieve targeted reductions in FRT/TTR/backlog; launch agent-assist copilot; finalize FY headcount & budget.