Senior Support Operations Manager

The Senior Support Operations Manager role is a remote position based in the United States, reporting to the Support Leadership Team. The role oversees data‑driven decision making, capacity planning, AI and automation strategy, and cross‑functional initiatives for the Support organization. Candidates need at least five years of experience in the operational core of a customer‑facing function such as Support or Customer Experience, proven ability to lead lasting process changes and AI integrations, and experience managing budgets and forecasting. Familiarity with platforms such as Intercom, Zendesk, Gainsight, Salesforce and Jira is required.

Key details

• Remote (USA) senior role in Support Operations
• 5+ years in operational roles for customer‑facing teams
• Leads AI/automation strategy and performance dashboards
• Responsible for budgeting, capacity planning and forecasting
• Requires experience with Intercom, Zendesk, Gainsight, Salesforce, Jira