Manager, Support Operations

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Support Operations in the United States.

This role is focused on building and scaling the operational backbone of a highly technical, engineer-led support organization. You will bring structure and clarity to complex, low-volume but high-complexity support workflows where precision and deep domain understanding matter more than scale. The position sits at the intersection of Support, Product, Engineering, and Customer Success, ensuring that operational insights directly influence product decisions and service improvements. You will design systems, metrics, and processes that make support work more visible, consistent, and actionable. Rather than optimizing for automation alone, you will focus on thoughtful operational design that respects the nuance of technical problem-solving. This is a hands-on leadership role where strategy and execution are tightly connected, and where your impact will be felt across both customer experience and engineering effectiveness.

Accountabilities:

• Define and evolve a practical support operations strategy and roadmap aligned with business and customer experience priorities
• Own and optimize Salesforce Service Cloud as the core support platform, including workflows, case lifecycle, taxonomy, and routing logic
• Build and maintain operational cadences, reporting frameworks, and dashboards that provide visibility into support performance and demand
• Partner closely with support engineers to understand real-world troubleshooting workflows and translate them into scalable operational systems
• Develop structured intake, categorization, and escalation processes to improve clarity and consistency across complex support cases
• Design and deliver meaningful metrics and insights that connect support activity to product and engineering improvements
• Lead cross-functional collaboration across Support, Product, Engineering, and IT to ensure alignment and feedback loops

Requirements:

• 8–10 years of experience in Support Operations, Technical Support, or similar roles within B2B or complex technical environments
• Proven experience building or leading support operations functions, including team development, coaching, and hiring
• Strong hands-on expertise with Salesforce Service Cloud, including configuration, workflows, and reporting
• Experience working with or implementing support intelligence tools such as Forethought or Agentforce
• Strong analytical skills with the ability to translate ambiguous or incomplete data into actionable insights
• Ability to operate both strategically and tactically in evolving and complex environments
• Familiarity with technical support engineering workflows and cross-functional collaboration with Product and Engineering teams
• Interest in applying AI and emerging technologies to improve support workflows and knowledge management

Benefits:

• Competitive salary range: $145,000 – $195,000 annually, based on experience and location
• Comprehensive medical, dental, and vision insurance coverage
• Unlimited PTO for salaried employees to support work-life balance
• 401(k) plan with company match to support long-term financial planning
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) options
• Life, pet, and additional voluntary insurance coverage options
• Employee Assistance and mental health support programs
• Volunteer Time Off (VTO) and charitable giving opportunities
• Professional coaching, learning resources, and career development support
• Flexible, remote-friendly work environment with collaboration across teams

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1