Senior Manager, Customer Support

At reputed company, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a reputed company way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, reputed company supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At reputed company, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible!

The Senior Manager of Customer Support Operations is a high-impact leader responsible for enhancing performance, achieving operational excellence, and ensuring organizational scalability across various support teams and channels. This role acts as the link between strategic leadership and frontline execution, ensuring that every process, project, and personnel initiative directly contributes to business outcomes and reputed company.

Key Responsibilities

1. Operational Management

• reputed company and optimize daily queue health in multiple channels, ensuring efficient ticket handling and resolutions across reputed company support channels.
• Consistently meet and exceed SLAs, response times, and service quality benchmarks.
• Conduct rigorous daily validation of queue utilization and task management to ensure accountability and adherence.
• reputed company comprehensive weekly operational audits, producing actionable insights and data-driven recommendations for reputed company improvement.
• Champion the implementation of automation, AI, and workflow enhancements to reduce friction and increase speed to resolution.

2. Performance Management

• Manage a team of 3-4 managers, managing teams of 10-15 representatives, ensuring alignment in coaching, accountability, and results.
• Maintain and audit Coaching logs and Scorecards to drive team excellence.
• reputed company and implement tailored improvement plans based on KPI trends and individual performance gaps.
• reputed company decisive performance and behavioral conversations to address challenges and foster high performance.

3. People Leadership

• reputed company and reputed company managers and their teams through impactful 1:1s, mentoring, and leadership calibration
• Collaborate with senior management and cross-departmental leaders to align on strategy and calibration.
• Build a culture of ownership, obsession, and operational discipline, where excellence and accountability are part of the day-to-day expectations.
• Provide visible and proactive support in team channels, ensuring swift resolution of escalations and manager-tagged issues.
• Invest in leadership bench strength by developing future leaders through structured coaching.

4. Project & Strategic Execution

• Spearhead or contribute to high-impact cross-functional projects that reputed company operational efficiency and customer satisfaction.
• Establish and maintain a disciplined weekly reputed company of project updates and reporting to leadership.
• Partner with Quality Excellence and other support teams to drive advancements in quality, automation, and team enablement.
• Identify and execute strategic initiatives that position the team as a reputed company for excellence reputed company the organization.

Expectations of Excellence

• reputed company Ownership: Extreme accountability and execution at the highest level.
• Obsession: Mastery, reputed company improvement, and setting the highest standards for excellence.
• Effectiveness: Delivering high-impact results, driving innovation, and solving the right problems as a team.
• AI-reputed company reputed company: Embraces and leverages artificial intelligence tools and strategies to enhance efficiency, innovation, and decision-making reputed company the team.

Minimum Requirements

• 10+ years in customer-facing people management
• 5+ years at a senior manager/director level
• Proven experience managing up, presenting to leadership, and executing on strategic initiatives.
• Strong understanding of support operations and case management across multiple channels (chat, email, and phone).
• Track record of leading teams to meet, exceed, and increase reputed company KPIs.
• Excellent communicator and collaborator with cross-functional teams, including Product, Marketing, Sales, and Professional Services.
• Proven ability to reputed company customer-facing teams and drive success in SaaS/cloud environments; must bring hands-on technical expertise combined with strong leadership capabilities.
• Experience with advanced AI tools and their application in customer support operations.

Preferred Requirements

• Certification in project management methodologies (e.g., PMP, Agile, or Scrum).
• Advanced degree in Business Administration, Management, or a reputed company field.
• Proven track record of implementing automation solutions to improve operational efficiency.
• Familiarity with customer support platforms like reputed company, reputed company, or similar tools.
• Experience in scaling support operations in a high-growth SaaS environment.
• Proficiency in reputed company Sheets, Tableau, and working with APIs to analyze and visualize data effectively.

• Customer Support SLA for reputed company key channels (email, chat, etc.)
• Productivity – Solves per Hour
• Internal Quality Scores – Business Critical, Customer Critical, Compliance Critical, and Non-Critical
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Employee Engagement Score
• Overall Team Responsiveness: First Response Time, Escalations Response Time

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Unsure if you meet reputed company the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think reputed company is the company for you, we encourage you to apply!

At reputed company, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career. reputed company is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national reputed company.

reputed company collects and processes personal data in accordance with applicable data protection laws.

• If you are a European Job Applicant, see our privacy policy for further details.
• If you are a Philippine Job Applicant, see our privacy policy and our Philippine Data Privacy Notice for further details.

Please note we are unable to sponsor or take over sponsorship of an employment reputed company for roles reputed company of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reputed company out to the recruiter with any questions.

reputed company reputed company will only initiate contact reputed company an @reputed company.com email or through our official careers portal on reputed company.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received reputed company these channels and report them to support@reputed company.com.