Senior Customer Support Operations Manager

Senior Customer Support Operations Manager

Requirements

• 4+ years of experience working in a combination of customer support, merchant support and strategy & operations, business operations or consulting. At least 2 years in a strategy & operations, business operations or consulting role is a requirement
• Proven track record of building and scaling customer support teams and processes in a fast-paced startup environment, with experience leading cross-functional teams, including product, technology, & ops teams
• Strong analytical skills, with experience using tools such as Excel and SQL for analysis, combined with curiosity and a drive to uncover insights beyond the numbers
• Deep understanding of operational excellence in customer support and strong problem-solving abilities with a focus on scalable tech-forward solutions
• Outstanding communication and influencing skills across all levels of the organization, with a track record of cross-functional collaboration and influence
• Proficiency with Zendesk and other customer support platforms and productivity tools, including knowledge management, AI, and automation
• Experience designing and scaling both internal and external knowledge bases, with a proactive approach to identifying content gaps and collaboration with team members to create and maintain high-quality support documentation

Responsibilities

• Identify and implement innovative process improvements to enhance customer experience, team performance, and functional efficiency
• Build compelling business cases balancing cost, effort, and value, and present recommendations to senior leadership for prioritization
• Own the translation of high-level strategies into actionable plans, ensuring customer-centric solutions, efficient execution, and measurable results, while bringing precision and focus to every stage and turning ideas into impactful outcomes
• Be a trusted partner and guide to our customer support team leads and specialists while maintaining a hands-on approach to improving support functions and performance
• Use data analytics tools to measure performance, inform strategic decisions and execute process modifications with a customer-obsessed mindset, leveraging data and reports from Support applications, internal data, and other third party vendors
• Serve as a subject matter expert on Customer Support platforms and technology, continuously optimizing workflows and driving improvements that enhance efficiency, while elevating the agent and customer experience
• Spearhead the development of SOPs for function changes and product or feature rollouts, lead projects for new CS initiatives, manage the department’s knowledge base and processes, and serve as the conduit to define and iterate on Support and Risk functions
• Partner cross-functionally to drive continuous improvement of customer support processes and programs and align Customer Support goals with broader company initiatives and business strategy

Preferred Qualifications

• Proactive approach to identifying content gaps and collaboration with team members to create and maintain high-quality support documentation
• Growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible