Manager, Support Operations
New
Remote, USFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 8–10 years
- Required Skills
- Cross-functional collaborationProcess improvementTechnical support
Requirements
- 8–10 years of experience in Support Operations, Technical Support, or related roles.
- Experience building, leading, and developing high-performing teams.
- Proven experience working closely with technical support or support engineering teams.
- Demonstrated ability to build structure and reporting in evolving environments.
- Hands-on experience with Salesforce Service Cloud (configuration, workflows, reporting).
- Experience with AI tools like Forethought or Agentforce.
- Strong analytical skills with the ability to translate ambiguous data into insights.
- Ability to operate both strategically and tactically.
Responsibilities
- Define and evolve a practical, forward-looking support operations roadmap.
- Own the structure and ongoing optimization of Salesforce Service Cloud.
- Partner in the implementation of AI-supported tools like knowledge generation.
- Design and refine case lifecycle, taxonomy, and routing logic.
- Define and implement core support metrics for operational health.
- Build reporting to provide visibility into demand, trends, and backlogs.
- Develop practical documentation and playbooks for expert support teams.
- Build, develop, and lead a high-performing Support Operations team.
View Full Description & ApplyYou'll be redirected to the employer's site
