Support and Services Operations Manager
New
T
Temporal TechnologiesSoftware
United States - Remote OpportunityFull-TimeManager
Salary$176,000-$220,000
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Job Details
- Required Skills
- SQLSalesforceData analyticsZendeskBigQuery
Requirements
- Ability to manage structured processes across multiple functions.
- Experience with Salesforce and customer support platforms such as Zendesk and Pylon.
- Ability to create and interpret performance reports.
- Ability to work with technical, operational, and relationship-focused stakeholders.
- Ability to manage priorities across different teams.
- High accuracy in data entry, entitlement tracking, and process documentation.
- High data fluency with hands-on experience in SQL and BigQuery.
Responsibilities
- Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops.
- Develop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issues.
- Partner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems.
- Partner with Product and Data Analytics to identify patterns in support requests for product improvements.
- Optimize support capacity planning by analyzing ticket drivers and volumes.
- Collaborate cross-functionally with Finance and RevOps to link support performance to growth.
- Establish quality assurance and feedback programs.
- Act as the internal SME for support tools and automations.
- Build utilization, margin, and attach-rate models.
- Maintain accurate customer and partner records in Salesforce.
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