Role Summary

The Manager of Support Operations & Systems is tasked with developing a premier customer service department. Beyond people management, this individual will design the technical infrastructure, workflows, and automated processes necessary for efficient scaling. You will oversee the support journey for all stakeholders, including administrators, attendees, donors, and organizational clients.

This position involves leading a dedicated internal team while managing external onshore and offshore partners. You will resolve high-priority escalations while simultaneously engineering AI-driven workflows and tools to minimize manual labor and manage high seasonal traffic. This is a "builder" role—you will be expected to personally configure Zapier integrations and manage Salesforce and Intercom setups rather than delegating the technical execution. We are looking for someone who identifies repetitive tasks and proactively builds automated solutions to solve them.

Key Responsibilities

• Analyze support traffic to pinpoint high-volume, repetitive inquiries and develop automated solutions to mitigate them.

• Create AI-enhanced workflows using tools like Claude, Zapier, and Salesforce to improve ticket routing, auto-responses, and case summaries.

• Oversee and optimize the support technology suite, including Salesforce, Intercom, Aircall, and AI platforms.

• Direct and mentor a team of 6–10 employees across client and consumer support divisions.

• Supervise external contractor teams, ensuring they meet performance benchmarks and adhere to strict SLAs.

• Develop scalable systems and playbooks that allow the department to handle major seasonal spikes without increasing permanent headcount.

• Manage employee performance through goal setting, consistent 1:1 meetings, and professional development coaching.

• Establish quality assurance initiatives, such as ticket audits, to maintain high service standards.

• Monitor and report on vital KPIs, including CSAT, resolution speed, and automation efficiency.

• Utilize data trends to identify the root causes of support volume and implement upstream fixes.

• Supervise daily operations, including channel coverage (email, chat, phone) and queue management.

• Address critical client escalations with professional judgment and decisive action.

• Maintain data integrity within Salesforce for all case tracking and reporting.

• Collaborate with Product, Engineering, and Success teams to enhance the overall user experience.

• Regularly identify and resolve process bottlenecks to reduce friction and improve scalability.

Required Experience

• Bachelor’s degree or equivalent professional background.

• 5–8 years of experience in customer-facing roles such as Support or Success.

• 2–4 years in a leadership capacity, with experience managing at least 5–10 individuals, including external vendors.

• Direct experience configuring (not just using) no-code/low-code automation tools like Zapier or Intercom.

• Technical proficiency in Salesforce for case management and data analysis.

• Background in managing domestic and international outsourced support teams.

• Experience thriving within a rapidly scaling or fast-paced corporate environment.

Preferred Qualifications

• Proven track record of replacing manual workflows with automated systems.

• Practical knowledge of applying AI tools (e.g., ChatGPT, Claude) to business operations.

• Experience in a B2B2C environment serving both organizations and end-users.

• Ability to work flexible hours during peak seasonal periods.