Senior Support Operations Manager

New

CloudbedsHospitality Technology

Canada; Europe; North AmericaFull-TimeSenior

Salary140,000 - 170,000 USD per year

Apply NowOpens the employer's application page

Job Details

Experience: 5+ years of experience
Required Skills: Project ManagementData AnalysisOperations ManagementStakeholder managementProcess improvementZendesk

5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or comparable operational leadership.
Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform.
Strong experience designing and implementing operational processes and repeatable workflows.
Advanced analytical skills with the ability to build executive dashboards and KPI frameworks.
Proven success leading large-scale process improvement and automation initiatives.
Exceptional project management, communication, and stakeholder influence skills.
Experience operating in a fast-growing, globally distributed, remote-first environment.
Comfortable operating and aligning teams across functions without formal authority.
Ability to operate at a VP level.

Own the administration and optimization of Zendesk and related support platforms, including ticket routing, workflows, and automation.
Lead the implementation of AI-driven support capabilities to improve self-service and agent productivity.
Establish and maintain KPI reporting and executive dashboards to provide actionable insights for leadership.
Build and maintain forecasting models for support demand, capacity planning, and staffing efficiency.
Map and optimize end-to-end support workflows to reduce customer effort and eliminate internal friction.
Partner cross-functionally with Product, Engineering, CS, and Revenue Operations to surface pain points and align processes at scale.
Evaluate and implement new support technologies to support rapid global growth.

View Full Description & ApplyYou'll be redirected to the employer's site