We are looking for a hands-on Support Operations Manager to run the day-to-day of our North America support team. This is an operational leadership role. You will own the team, the queue, drive escalations to resolution, keep the data clean, and make sure customers hear from us clearly and on time. 

You will also use the automation and AI tools already in the support stack to take routine volume off the team so your people can spend their time on the complex, high value problems that need real judgment. If you like running a tight operation and holding a team to a high standard every day, this is a strong fit. 

Your role:

Run the daily operation

• Manage the North America support team day to day. Balance workload, keep coverage tight, and hold the team to a consistent standard across shifts. 

• Own the daily rhythm: queue reviews, standups, and clean shift handoffs. 

• Take part in after hours and on call coverage as part of a global, 24x7 support model. 

Own escalations

• Follow every escalation through to resolution. Nothing goes dark, and someone always owns it. 

• Be the management point of contact when an issue gets complex or starts hurting a customer. Pull in the right people and keep things moving. 

• Keep stakeholders updated on the issues that matter before they have to ask. 

• Run root cause analysis on the issues that keep coming back, and feed what you learn into problem management, so they stop coming back. 

Use automation to lighten the load

• Lean on the automation and AI tools already in place to clear routine tier 1 volume so the team can focus on the harder, higher value cases. 

• Keep the knowledge base accurate and current so AI, self-service, and the team all give customers the right answer. 

• Flag automation and self-service opportunities that would cut manual work or ticket volume, and partner with the Sr. Manager to act on them. 

Manage the numbers and the reporting

• Track regional KPI performance against company standards: SLA, first response, time to resolution, backlog and aged tickets, reopen rate, and CSAT. Flag trends and risks early. 

• Hold the line on ticket hygiene. Accurate categorization, clean status, solid documentation, and data leadership can trust. 

• Pull together operational reviews and a weekly read on what is happening, what is at risk, and what you recommend. 

Lead the team

• Run case quality reviews and coach people toward better customer conversations. 

• Hold the team to its SLA commitments and keep customer communication clear, timely, and consistent. 

• Build, mentor, and develop a strong team. Own performance management and career growth for your people. 

• Improve the workflows, documentation, and standard procedures the team runs on, and keep knowledge management (KCS) front and center. 

Work across the org

• Partner with NAM and Unified Support leadership to keep execution consistent and accountable across the region. 

• Be the voice of the customer with Product and Engineering. Surface the recurring platform pain points so they can inform the roadmap. 

• Support high touch handling of strategic accounts, including coordinated escalation when something critical breaks. 

• Support IT audits, security compliance, and data governance in the day to day. 

Who You Are

• A hands-on operator who does well in a fast, high volume support environment. 

• Genuinely customer first, with strong prioritization and follow through. 

• Disciplined. You run a clean queue, you trust the data because you keep it clean, and you close the loop on escalations. 

• Comfortable running a team that mixes people and automation, and open to getting more from the AI tools over time. You do not need to be an AI expert. 

• A clear communicator with frontline teams, peers, and leadership alike. 

• Able to hold a team accountable while keeping their trust. 

What You Bring to the role:

• Bachelor’s degree in a related field, or equivalent combination of educations and related experience required.

• 5 + years in technical or customer support operations, with real results in a high-volume environment. 

• 2 + years of supervisory experience, managing a support team or operational staff.

• A track record running live, SLA bound support operations. You have owned escalations, backlog, and KPI performance for real. 

• Solid hands-on experience with a service desk or ticketing platform. Zendesk is a plus, and ServiceNow or Jira Service Management help too. 

• Experience building or tightening reporting, metrics, and operational reviews. 

• Experience running case quality reviews and coaching to measurable improvement. 

• A plus: some exposure to AI enabled support tools (chatbots, AI assisted QA or routing). It is not required, since a strong operator focused on daily execution is what matters most here. 

• Comfortable supporting a global, 24x7 follow-the-sun model, including after hours and on call rotation when needed. 

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