Support Operations Manager

5+ years of experience in customer support or support operations, with at least 2+ years in a leadership or managerial role, preferably in a tech or SaaS environment
Fluent in English, both written and spoken, with excellent communication skills across channels
Experience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similar
Proficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline support
Strong problem-solving, analytical, and organizational skills
Experience leading remote teams, ideally across multiple time zones
Comfortable working US business hours (Pacific or Eastern Time Zone)
Startup-ready mindset – flexible, resourceful, and eager to build in a fast-paced, ever-changing environment

Manage and mentor a remote team of customer support specialists serving US-based customers across phone, email, and chat
Develop and maintain support SLAs and KPIs, ensuring consistent, high-quality service delivery
Own support platform configurations (e.g., HubSpot, Zendesk, Intercom), automation tools (Zapier, ChatGPT), and integrations with other internal systems
Improve and maintain internal documentation, workflows, and customer-facing help centers
Analyze support trends and performance metrics to identify areas for improvement and proactively address root causes
Build and maintain dashboards and reporting to measure support efficiency and customer satisfaction (e.g., CSAT, NPS)
Manage and continuously improve our AI-powered support bot to enhance self-service capabilities and reduce ticket volume
Collaborate with Product, Engineering, and Ops teams to integrate AI into support processes where appropriate
Work closely with Product, Engineering, and Customer Success to advocate for customer needs and ensure a feedback loop from support to product development

No preferred qualifications provided.