Customer Support Operations Manager

Job Summary

A company is looking for a Manager, Customer Support Operations to lead the development of a scalable support function for its new paid subscription service.

Key Responsibilities

• Build and manage the support function, defining workflows and service levels
• Oversee support systems, including tools like Zendesk, and establish performance metrics
• Collaborate with internal teams and community contributors to ensure support consistency across products

Required Qualifications

• 7+ years of experience in customer support roles, with at least 3 years in a leadership capacity
• Hands-on experience with support platforms, preferably Zendesk
• Proven success in building or scaling support operations in a startup or growth-stage company
• Experience with technical product support and payment/billing support
• Passion for empowering users through documentation, automation, and community engagement