Support Operations Manager

Requirements

• 6+ years of experience in support operations, customer experience, or technical operations roles, preferably in a high-growth SaaS environment.
• Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment.
• Experience implementing and optimizing support tools such as ServiceNow or similar platforms.
• Deep understanding of global support models and workforce planning.
• Track record of building and operationalizing premium or tiered support offerings.
• Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs.
• Customer-first mindset with a passion for enhancing support experiences through process and tooling.
• Excellent cross-functional collaboration skills with experience working across product, engineering, and customer-facing teams.
• Strong leadership, communication, and mentoring abilities.
• Experience with cloud security or cybersecurity is a plus.

Benefits

• Medical, dental and vision insurance
• Home Office Setup reimbursement
• Flexible Spending Accounts
• Monthly Connectivity reimbursement
• Employee Assistance Program (EAP)
• Short- and Long-term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan (with employer match)
• Flexible paid time off + 11 paid holidays
• Paid leave programs, including parental, pregnancy health, medical and bereavement leave