Support Operations Manager

Details

The Support team is central to ensuring that our customers' experience with our products is exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption. The team partners with Sales, Technical Success, Product, and Engineering to deliver high-quality support at scale. Given rapid product growth and shipping cadence, architecting automation systems and agentic workflows for scale is central to maintaining support quality.

Role overview

We are seeking a Support Operations Manager who combines operational leadership, systems thinking, vendor management, and hands-on execution. You will own service health, automation programs, and partner/vendor management. In addition to delivering high-quality service, you will identify opportunities to reduce manual work, experiment with tools, and help operationalize AI across support at scale.

This role is based in San Francisco, CA. The team uses a hybrid work model (3 days in-office per week). Relocation assistance is offered to new employees.

Responsibilities

• Lead and evolve organizational design for frontline operations across partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
• Lead multi-site partner management, including commercial ownership, capacity planning and workforce management, quarterly business reviews (QBRs), and performance recovery.
• Own end-to-end service governance for partner and vendor teams, including metrics such as automation rate, cost to serve, first-response time, productivity, and quality.
• Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
• Upskill teams and partner with Automation Engineering, Support Engineering, and Fraud & Risk to embed LLM-powered tools into frontline workflows.

Requirements

• 8+ years of experience leading support operations teams with a strong track record of coaching, driving accountability, and improving performance and automation adoption at scale.
• Comfortable managing a team while staying hands-on in solving ambiguous operational problems.
• Fluent in operational data and technical collaboration: able to define metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
• Systems thinker: use process design, data, tooling, and automation to reduce manual work and create durable capacity.
• Ability to translate support needs into clear technical and operational requirements and to own problem definition, adoption, change management, and operational outcomes.
• Experience scaling support operations through organizational design and tooling in a high-growth technology company without compromising quality.

Benefits

• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts (Health FSA, Dependent Care FSA, commuter expenses).
• 401(k) retirement plan with employer match.
• Paid parental leave (up to 24 weeks birth parents, 20 weeks non-birthing), paid medical and caregiver leave (up to 8 weeks).
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and paid sick/safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends).