Senior Manager, Customer Support Operations

Role Overview

• Serving as the primary operations business partner for the global Customer Support team, working closely with the Senior Director of Customer Support and his leadership team and acting as an extension of their team
• Leading a lean team of Customer Support Operations experts that own strategic initiatives, programs, and projects in support of the Customer Support organization’s annual goals, quarterly OKRs and projects, and business as usual (BAU) ongoing operational needs
• Identifying and implementing operational improvements to enable the Customer Support team to achieve targets, increasing efficiency, and delivering an exceptional customer experience
• Optimizing the Customer Support team’s tech stack; making recommendations and implementing enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs
• Becoming an expert on the Customer Support organization’s metrics, data, and processes, surfacing key insights and trends, and proposing action plans to drive to targets
• Collaborating with the Support Leadership team to support the planning and execution of Customer Support leadership onsites, Monthly Business Review (MBR) presentation preparation, and other key presentations
• Supporting broader cross-functional initiatives (ex: company acquisitions and integrations, new product launches) to drive the Customer Success department’s goals, in partnership with your peers in the Customer Success Operations team and the broader Revenue Operations team

Requirements

• 10+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership roles, with specific experience in a Customer Support Operations role
• Minimum 4+ years as a People Manager
• Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, especially Customer Support and Customer Education teams
• Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues
• Data-driven and analytical mindset; strong ability to use data to measure the business impact of your work
• Excellent verbal and written communication skills and ability to communicate with stakeholders of all levels and cross-functional teams
• Strong ability to work both independently and in teams to deliver successful outcomes
• Experience as either a power user, business admin, or technical admin of Customer Support platforms across ticket management, chat, and phone (ex: Salesforce Service Cloud, Zendesk, Maven, Talkdesk or comparable platforms)​

Tech Stack

• Cloud
• Maven

Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years