Senior Support Operations Manager

Key Highlights

• Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency
• Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering
• Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership
• Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks
• Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes