Senior Manager, Customer Support (Customer Experience & Support Operations)

📋 Description

• Lead frontline customer support team (Tier 1) and scale capacity.
• Define customer-centric standards: tone, case management, omnichannel, CRM.
• Own frontline operating plan: headcount, capacity, budget.
• Deliver multi-channel support; meet CSAT, SLA, FCR, and handle time targets.
• Establish QA, coaching, and enablement for quality at scale.
• Use data to monitor KPIs and forecast demand with analytics.

🎯 Requirements

• 8+ years in customer support or contact center ops, 4+ years leading teams.
• Proven experience building/scaling frontline support: hiring and workforce planning.
• Deep fluency in support metrics (CSAT, SLAs, FCR, handle time) and Salesforce.
• Hands-on deployment of self-service and AI-assisted support with guardrails.
• Data-savvy: define KPIs and partner with analytics to drive decisions.
• Excellent written and verbal communication and cross-functional collaboration.

🎁 Benefits

• Hybrid work environment; in-office at least 3 days/week.
• Base salary range: $162k-$287k; bonus, equity, and benefits.