Senior Support Operations Manager

Canada; Europe; North America•North America

Remote

Senior

Full Time

1 day ago

💰$140,000 - $170,000

remotesupport operationsAIZendeskcustomer supportprocess improvement

Requirements

•5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role
•Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform
•Strong experience designing and implementing operational processes
•Advanced analytical skills with the ability to build executive dashboards, own KPI frameworks, and translate support data into business decisions
•Proven success leading large-scale process improvement and automation initiatives
•Exceptional project management, communication, and stakeholder influence skills
•Comfortable operating in a fast-growing, globally distributed, remote-first environment

•Own the administration and optimization of Zendesk and related support platforms
•Lead the implementation of AI-driven support capabilities
•Establish and own KPI reporting and executive dashboards
•Build and maintain forecasting models for support demand
•Map and optimize end-to-end support workflows
•Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations
•Evaluate and implement new support technologies

•Experience implementing AI-powered customer success/support solutions
•SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI
•Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations

•Remote First, Remote Always
•PTO in accordance with local labor requirements
•Monthly Wellness Fridays - enjoy an extra long weekend every month
•Full Paid Parental Leave
•Home office stipend based on country of residency
•Professional development courses in Cloudbeds University
•Access to professional development, including manager training, upskilling and knowledge transfer