Hire, onboard, and develop a team of Tier 1 and Tier 2 Support Operations Agents and a Support Operations Administrator.
Establish clear roles, performance expectations, and career development plans for team members.
Foster a culture of accountability, customer focus, and effective communication.
Own all outage communications, including internal alerts, client notifications, status updates, and resolution messaging.
Maintain communication templates for status pages, phone announcements, Teams alerts, and client communications.
Oversee client support across portal, email, and phone channels.
Implement and manage a tiered support model, including escalation management and support for key clients.
Lead the selection, implementation, and administration of the customer support platform.
Define and track key support metrics, including SLA performance, CSAT, first-contact resolution, and escalation rates.

5+ years of relevant experience in customer support, account management, support operations, or a related operational leadership role
3+ years of people management experience, including hiring, onboarding, and performance management
Demonstrated experience building or standing up a new team, function, or operational capability from scratch
Strong track record of owning outage or incident communications in a customer-facing environment
Experience implementing and managing a customer support platform (Zendesk, Freshdesk, or equivalent)
High accountability orientation — owns outcomes independently and consistently follows through on commitments
Strong written and verbal communication skills, with the ability to present data-driven insights to senior leadership
Ability to manage multiple priorities independently in a dynamic work environment
High attention to detail and a commitment to data accuracy and reliability
Bachelor’s degree in related field, preferred

Senior Manager, Support Operations

Key skills