Manager, Customer Support Operations

7+ years experience in customer support roles, including at least 3 years in a leadership or management capacity. Hands-on experience administering support platforms (Zendesk preferred). Proven success building or scaling support operations in a startup or growth-stage company. Experience with technical product support and payment/billing support. Strong communication skills and comfort working with distributed, cross-functional teams. Passion for empowering users—through documentation, automation, and community engagement. Experience supporting freemium, open-source, or B2C SaaS products. A collaborative mindset and willingness to build systems from the ground up.

Define workflows, service levels, and processes for both technical and billing/donor support. Own tools like Zendesk (or similar)—set up macros, triggers, automations, and reporting. Develop unified approaches across our free desktop and mobile apps and our paid web-based services. Partner with our Community Team to empower, recognize, and harness the energy of our global volunteer helpers. Expand our knowledge base and explore smart automation and AI tools to improve deflection and self-help. Identify and oversee any outsourced support partners as needed. Define the tone, voice, and overall philosophy of user-facing help. Monitor key metrics like response time, CSAT, and ticket volume; use insights to improve efficiency and satisfaction. Work closely with product and engineering to resolve issues and advocate for user needs