DescriptionAbout The RoleWe're looking for a Senior Manager, Customer Support Operations to help strengthen and scale the next chapter of Sensi.AI's support organization. Sensi has built a strong support foundation across customer communication, issue resolution, hardware, software, connectivity, and data workflows. As we continue to scale, we're investing in a more proactive, data-driven, and AI-enabled support operating model that gives our teams-and our customers-a stronger experience. This role will own the operating system behind Support: reporting, Voice of Customer programs, escalation design, cross-functional rhythms, support processes, AI/tooling adoption, and operational projects that improve visibility, consistency, and customer outcomes. You will work closely with the Support Manager and partner across Product, R&D, Customer Success, Implementation, Operations, and Leadership to identify trends, resolve root causes, and prevent recurring issues.
This is not a day-to-day ticket management role. It is a senior operator role for someone who can zoom out, connect support insights to business impact, and build scalable processes while staying close enough to the customer experience to know what matters. This role is based in Austin, TX, with a hybrid work setup; three days a week in the office are required.
Key Responsibilites - Build executive reporting and dashboards that give leadership clear visibility into support health, SLA performance, CSAT, trends, risks, recurring issues, and customer impact.
- Lead Voice of Customer programs that turn support data, feedback, escalations, and recurring issues into actionable insights for Product, R&D, CS, Implementation, and Operations.
- Drive operational and cross-functional projects from diagnosis through execution, including scope, owners, timelines, rollout plans, adoption tracking, and measurable outcomes.
- Improve scalable processes for SLAs, prioritization, ticket categorization, QA, knowledge management, customer communications, and cross-functional handoffs.
- Own the support operating cadence, including performance reviews, escalation reviews, root-cause analysis, feedback loops, leadership readouts, and continuous improvement rhythms.
- Serve as the senior owner for major customer escalations and high-impact incidents, ensuring urgency, clarity, executive-ready communication, alignment, and resolution accountability.
- Evaluate and optimize AI-powered support tools, automation, self-service resources, and knowledge systems that improve customer experience and team capacity without sacrificing quality or judgment.
- Partner closely with the Support Manager to help the team scale with stronger structure, clarity, accountability, coaching, and proactive problem solving.
- Help Support evolve into a strategic customer intelligence function that allows Sensi.AI to scale smarter, not just respond faster.
RequirementsRequirements- Customer support operations leadership: You have experience scaling support processes, reporting, operating rhythms, and customer-facing systems in a fast-moving B2B environment.
- Operations and project management discipline: You can translate complex priorities into clear plans, owners, timelines, milestones, rollout plans, and measurable outcomes.
- Analytical operator: You use data to identify patterns, separate symptoms from root causes, prioritize action, and communicate insights clearly to leadership.
- Voice of Customer builder: You know how to turn support interactions, escalations, and feedback into structured insights that drive product, process, customer education, and operational improvements.
- Cross-functional leader: You can partner effectively with Product, R&D, Customer Success,
- Implementation, Operations, and Leadership to solve customer issues and prevent repeat friction.
- Executive communicator: You can simplify complex issues, lead high-stakes customer escalations, and communicate clearly with internal leaders and customer stakeholders.
- Systems thinker: You see process gaps, tooling opportunities, and recurring issues as chances to build scalable systems, not just one-off fixes.
- AI and tools mindset: You are excited about the future of support, including AI, automation, knowledge management, self-service, and proactive customer operations.
- Builder mindset: You are energized by improving and scaling a strong foundation, bringing structure, clarity, and accountability while staying practical and hands-on where needed.
- Startup adaptability: You thrive in fast-moving environments, operate with ownership, and know how to balance urgency, customer experience, and operational discipline.
