Support Operations Manager

3-5+ years of experience in Support Operations, Business Operations, or similar role in a fast-paced SaaS environment. Proven expertise administering and optimizing Support Ticketing platforms and AI chat bots (Salesforce required, Intercom or similar preferred). Familiarity with workflow automation tools and integrations across business systems. Strong analytical skills with the ability to surface insights and trends from complex data sets. Demonstrated ability to implement best practices in support operations and process design. Effective project management skills. Excellent communication and collaboration skills, with experience partnering across functions.

Administer and optimize Support tech stack (Salesforce, Intercom, Jira). Execute strategy with Support leadership, translating objectives into operational processes. Implement best practices for support operations, leveraging automation and AI. Manage system integrations across Intercom, Salesforce, GuideCX, and ChurnZero. Design and implement flows to sync data from Intercom and Jira to Salesforce Cases. Design and maintain dashboards in Intercom and Salesforce for Support KPIs. Provide ad hoc reporting and analysis to Support and CX Leadership. Maintain documentation of processes and workflows in Confluence. Collaborate with Revenue Operations for consistency in data, tooling, and process design. Identify opportunities for automation, workflow improvement, and tooling enhancements.