Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.

5+ years of experience in Support or Customer Experience Operations servicing B2B Enterprise to SMB accounts.
Proven experience leading cross-functional initiatives that improved operational efficiency and customer experience.
Experience directly managing and developing a team, including hiring, setting goals, and providing coaching and feedback.
Strong systems thinker with experience designing workflows, escalation models, and scalable support infrastructure.
Deep familiarity with modern support tooling (e.g., Zendesk) and a track record of optimizing them for scale.
Success using AI-driven tools to transform support outcomes, from intelligent triage and deflection to agent enablement and proactive customer experiences.
Data fluency: comfortable defining metrics, building reports, and translating insights into action.
Strong communication skills with the ability to influence stakeholders across Product, Engineering, and GTM teams.
Ability to operate autonomously in ambiguous environments and turn loosely defined problems into structured solutions.
Experience building support operations from early-stage through scale.
Experience implementing QA frameworks or knowledge management systems.

Support Operations Manager, User Operations

Key skills