Support Operations Manager

Accountabilities:: Own the administration, optimization, and ongoing performance of the Support technology stack, including Salesforce, Intercom, Jira, and related integrations. Translate Support and business objectives into scalable operational processes, workflows, system configurations, and improvement initiatives. Design and maintain data flows between Intercom, Jira, Salesforce, and other business systems to ensure customer-facing teams have reliable visibility into customer interactions. Build and maintain dashboards and reporting in Salesforce and Intercom to track Support KPIs and provide actionable insights to Support and Customer Experience leadership. Monitor Support performance metrics such as SLA adherence, CSAT, ticket volume, backlog, and resolution times to identify trends, risks, and operational gaps. Proactively identify opportunities for automation, workflow optimization, AI adoption, and tooling improvements that deliver measurable business impact. Partner closely with Revenue Operations and cross-functional stakeholders to align data, systems, workflows, and operational processes. Build alignment across teams with different working styles and priorities, influencing effectively without relying on direct authority. Support change management, reporting, and operational readiness surrounding product releases and changes in Support demand. Lead cross-functional operational projects, managing priorities, risks, tradeoffs, timelines, and outcomes. Maintain clear and accessible documentation of processes, workflows, and operational knowledge in Confluence. Balance day-to-day operational administration and reactive requests with strategic initiatives, prioritizing work according to business impact. Present projects, initiatives, and OKRs to senior and cross-functional audiences, clearly connecting operational work to business outcomes. Serve as a trusted operational partner to Support leadership and Revenue Operations while continuously raising the effectiveness and scalability of the Support function. Requirements: 3–5+ years of experience in Support Operations, Business Operations, or a similar role within a fast-paced SaaS environment. Experience supporting senior leaders at Director level or above within multi-tiered Support organizations, with an understanding of tiering structures, escalation paths, and management layers. Proven experience administering and optimizing Support ticketing platforms and AI chatbots, with Salesforce and Intercom experience preferred. Familiarity with workflow automation tools and integrations across multiple business systems. Strong analytical skills and deep understanding of Support metrics, data, and KPIs, including SLA performance, CSAT, ticket volume, backlog, and resolution time. Ability to continuously monitor operational data, identify emerging trends, and surface actionable insights before issues become larger problems. Strong resourcefulness and research skills, with the ability to investigate complex problems and leverage available tools and resources to develop solutions. Experience presenting operational projects, initiatives, and OKRs to senior and cross-functional stakeholders. Strong project management skills, including experience coordinating cross-functional initiatives, communicating tradeoffs, mitigating risks, and delivering outcomes. Ability to manage competing priorities across reactive support requests, system administration, strategic projects, and ad hoc business needs. Strong technical aptitude and the ability to quickly learn new systems, understand how platforms interact, troubleshoot issues, and apply technical knowledge to business problems. Demonstrated understanding of Support Operations best practices and how to translate them into practical, scalable solutions. Hands-on mindset with the ability to configure tools, investigate issues, and maintain reliable day-to-day operations. Strong relationship-building and stakeholder management skills, with the ability to establish trust and drive progress without direct authority. High accountability, attention to detail, and a continuous-improvement mindset. Ability to use AI and automation tools to improve operational efficiency and generate measurable impact. Benefits: Competitive base salary with eligibility for a performance bonus. Equity participation for full-time employees. Comprehensive medical coverage, with up to 100% employee premium coverage and 75% dependent coverage. Annual $1,200 employer HSA contribution for eligible plans. 100% employer-covered dental, vision, life, and disability insurance. 12 weeks of fully paid U.S. parental leave for all new parents. Flexible paid time off and 10 U.S. company holidays. Fully remote work within the United States. $200 home office setup allowance. $50 monthly work-from-home reimbursement. $200 quarterly wellness allowance. One Medical membership. Employee Assistance Program. Opportunity to work closely with Support, Revenue Operations, and other cross-functional teams. Opportunity to introduce automation, AI, and scalable operational improvements in a growing SaaS environment. Supportive culture focused on high standards, collaboration, employee well-being, and professional growth.