Customer Support Operations Manager

Job Summary

A company is looking for a Customer Support Operations Manager.

Key Responsibilities

• Administer and optimize customer support tools and systems, ensuring scalable workflows
• Manage daily support operations, including ticket monitoring and maintaining service level agreements (SLAs)
• Analyze customer support trends to identify improvements and develop customer-facing resources

Required Qualifications

• 3-5 years of experience in customer support or success operations in B2B SaaS
• Experience with Zendesk and Jira is essential
• Intermediate SQL knowledge for querying and report creation
• Proven success in leading a global support team
• Strong analytical skills with experience in building dashboards or reports