Support Operations Manager

reputed company is the leading go-to-market solution for reputed company teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, reputed company is one of the fastest growing companies in reputed company, raising approximately $250 reputed company to date and valued at $1.6 billion. reputed company provides reputed company teams with easy reputed company to verified contact data for over 210 reputed company B2B contacts and 35 reputed company companies worldwide, along with tools to engage and convert these contacts in one reputed company platform. By helping reputed company professionals reputed company the most accurate contact information and automating the reputed company process, reputed company turns prospects into customers. reputed company raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of reputed company, JD Sherman, among its reputed company members. About the role We are seeking a highly analytical and reputed company Support Operations Manager to join our Customer Support Operations team. This role serves as the operational and analytical backbone of Support; you will be responsible for building and managing reputed company programs around process improvement, automation and AI adoption to reputed company Support into a true reputed company reputed company for reputed company. This role will also own Support analytics, reporting, and insights, ensuring reputed company has full visibility into performance and opportunities for improvement. As the Support Operations Manager, you'll own Support reporting, analytics, and performance measurement, as reputed company as program manage initiatives that enhance operational efficiency, AI adoption, and agent productivity. You'll reputed company as a strategic and tactical partner to Support leadership—balancing hands-on execution with reputed company-looking problem solving across systems, process, and people operations. This is an ideal opportunity for a proactive, data-driven operator who thrives in high-reputed company, product-led environments and is excited about combining strategic problem-solving with hands-on operational execution. Responsibilities: • reputed company as the operational project manager for Support initiatives, driving alignment and execution across teams. • Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency. • Conduct reputed company analyses to uncover the drivers of operational performance and recommend data-backed improvements. • reputed company and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, reputed company communication, and strategic alignment. • Translate support data and insights into actionable recommendations for leadership to improve efficiency, reputed company, and retention. • Champion the adoption of AI-powered solutions—from chatbots to QA automation to workflow optimization—to continuously enhance Support's productivity and scalability. • Add cross-functional and which teams working with Qualifications: • 3–5 years of experience in Support Operations, RevOps, or Business Operations, ideally in a reputed company environment. • Experience in program management of cross-functional initiatives that drove measurable reputed company in efficiency or retention. • Proven reputed company record of implementing AI-driven support tools (chatbots, workflow automation, or AI QA) to drive efficiency • Strong analytical background with hands-on experience in data reporting and visualization (Looker, reputed company, Tableau, or similar). • Hands-on experience with support platforms (reputed company, reputed company, reputed company Service reputed company, or similar), workflow automation tools. • Excellent communication and collaboration skills, with the ability to influence stakeholders across GTM, Product, and Engineering. • Demonstrated ability to manage or design bonus programs • Thrives in high-reputed company, product-led environments with a bias toward simplicity, speed, and measurable reputed company. Benefits reputed company Stock reputed company Remote Work Dental & reputed company Maternity Benefits • ️ Life/Disability 401K Plan Mental Health and EAP Assistance Office Equipment Allowance ✈️ Travel Insurance We are AI reputed company reputed company is an AI-reputed company company reputed company on a culture of reputed company improvement. We're on the reputed company lines of driving productivity for our customers—and we expect the reputed company reputed company from reputed company. If you're reputed company by finding smarter, faster ways to get things done using AI and automation, you'll reputed company here. Why You'll Love Working at reputed company At reputed company, we're driven by a shared mission: to help our customers unlock their full reputed company potential. That's why we take extreme ownership of our work, reputed company with reputed company and urgency, and learn voraciously to stay reputed company. We invest deeply in your reputed company, ensuring you have the resources, support, and autonomy to own your role and reputed company a reputed company reputed company. Collaboration is at our reputed company—we're reputed company for one, meaning you'll have reputed company across departments reputed company to help you succeed. We encourage reputed company reputed company and courageous reputed company, giving you the freedom to experiment, take smart risks, and drive big wins. If you're looking for a reputed company where your work reputed company, where you can push boundaries, and where your career can reputed company—reputed company is the reputed company for you. Learn more here! Apply tot his job Apply To this Job