Customer Operations Manager

We’re looking for a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll own the customer experience across support, onboarding, implementation, and service delivery—ensuring customers receive timely, high-quality service and realize value quickly.

You’ll combine team leadership, process improvement, and data-driven decision-making with an AI-forward approach to customer operations. From strengthening service quality and accountability to using automation to improve workflows and team enablement, you’ll help shape how we support our customers and scale our services.

Key Responsibilities

• Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement.
• Customer Experience: Ensure a consistent, high-quality customer experience across all support and services touchpoints.
• Operational Efficiency: Design and refine workflows to improve ticket handling, triage, escalation processes, and service-level agreements (SLAs). Identify and remove bottlenecks.
• Customer Satisfaction & Quality: Own key performance indicators (KPIs) and implement initiatives to consistently meet or exceed targets.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs.
• Tool Ownership: Help manage tools like TeamSupport, Jira, and other support and service platforms. Recommend improvements or automations.
• Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings.
• AI & Technology Adoption: Champion a tech-forward approach to service delivery. Identify where AI and automation can reduce handling time, improve first-contact resolution, and surface insights—from AI-assisted triage and ticket summarization to knowledge base content and self-service deflection.
• Continuous Innovation: Pilot, measure, and scale new AI capabilities across the support stack. Build team fluency and set clear guardrails for responsible, accurate, and secure AI use in customer-facing work.
• Customer Onboarding & Time-to-Value: Own the onboarding and implementation experience end to end. Apply AI to accelerate time-to-value through tailored onboarding plans, automated configuration and data-migration checks, and customer-ready training content, guides, and walkthroughs produced at scale.
• Team Onboarding & Enablement: Use AI to shorten ramp time for new Support and Services hires through AI-assisted playbooks, searchable knowledge, and on-demand answers that make onboarding faster and more consistent.

Qualifications

• 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company.
• 1–2 years of experience managing people or leading teams.
• Strong understanding of customer service best practices and post-sales service delivery.
• Proven experience driving improvements in customer operations.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI.
• A data-driven mindset, with the ability to analyze metrics and act on insights.
• Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content.
• Experience owning customer onboarding or implementation, with a focus on shortening time-to-value.

Nice to Have

• Experience scaling support or services operations.
• Experience building or leading a global or distributed team.
• A project management background, such as PMP certification or experience with Agile methodologies.
• Exposure to customer journey mapping or customer experience strategy.