Senior Support Operations Manager

📋 Description

• Own the operational backbone of our global support org.
• Design and implement systems, workflows, automation, and AI tooling.
• Build scalable, data-driven processes for support at scale.
• Improve end-to-end support experiences and reduce customer effort.
• Work in a remote-first, globally distributed team.

🎯 Requirements

• 5+ years in Support Operations, Customer Ops, Revenue Ops, or related leadership.
• Deep Zendesk admin experience with routing, queues, workflows, triggers, automations, and SLAs.
• Strong in designing operational processes turning broken systems into efficient workflows.
• Advanced analytics with executive dashboards, KPI frameworks, and data-driven decisions.
• Proven success leading large-scale process improvements and automation initiatives.
• Exceptional PM, communication, and stakeholder influence; remote-ready leadership.
• Bonus: AI-powered support, SQL/BI tools, hospitality SaaS.

🎁 Benefits

• Remote First, Remote Always
• PTO in line with local labor rules
• Monthly Wellness Fridays
• Full Paid Parental Leave
• Home office stipend by residency
• Cloudbeds University and professional development