Support Operations Senior Manager

Primary Responsibilities

- Lead, coach, and develop customer support agents, overseeing hiring, onboarding, performance management, and career development in partnership with leadership and HR.

- Manage staffing, scheduling, and capacity planning to meet service standards across support channels, including during launches, incidents, and periods of increased demand.

- Directly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows and troubleshooting operational issues.

- Build, maintain, and optimize AI-enabled support tools and automated workflows to improve response accuracy, resolution efficiency, and appropriate escalation to agents.

- Oversee quality assurance, agent training, and support documentation, maintaining accurate internal resources and customer-facing knowledge base content.

- Track and report on customer satisfaction, service levels, agent productivity, and automation performance, using insights to address root causes and drive continuous improvement.

- Manage complex customer escalations and partner with Product and Engineering to resolve recurring issues, coordinate service disruption communications, and improve the subscriber experience.

- Oversee chargeback disputes and support vendor relationships, ensuring timely, accurate submissions and evaluating vendor performance, tool utilization, and costs.

Experience and Requirements

- 5–7 years of experience in customer support or support operations, including team leadership in a high-volume consumer subscription or eCommerce environment.

- Background in customer support, support operations, business operations, or a related field preferred.

- Deep, hands-on experience administering Zendesk, including configuration, triggers, automations, integrations, and custom reporting; Zendesk Support administrator certification preferred.

- Experience building and maintaining AI-enabled support tools and agentic workflows with measurable results in automated resolution and customer satisfaction.

- Strong working knowledge of workforce planning, quality assurance, and support performance metrics.

- Proven ability to lead, coach, and develop agents while managing support systems and daily operations.

- Strong reporting and analytical skills, with the ability to identify contact trends and translate findings into operational improvements.

- Excellent written and verbal communication skills, including technical issue documentation and customer communications.

- Ability to collaborate across departments and maintain productive relationships with internal teams and vendors.

- Sound judgment and discretion when handling confidential customer and company information.

- Ability to prioritize competing demands and implement solutions in a fast-paced environment with limited resources.

- Familiarity with chargeback dispute processes and filing requirements preferred.