Support Operations Manager

EBM Software is a rapidly growing SaaS company. We empower private equity firms, investment banks, and middle-market companies with cutting-edge business analytics tools to support them with complex decisions that involve strong analysis, extensive modeling, and advanced data analytics across a wide variety of industries.

The Support Operations Manager is responsible for the day-to-day execution, administration, and continuous improvement of the company’s customer Support function and for owning the strategy, content, and delivery of ongoing client training and education. Reporting to the Director of Operations, this role works closely with Customer Success, Client Delivery, PMO, Product, Application Development, and Data Engineering to ensure customer issues are acknowledged, prioritized, assigned, tracked, resolved, and escalated appropriately while customers receive structured, scalable education that improves product proficiency and self-sufficiency.

Serving as the primary operational owner for Support and client training, this individual will keep both functions organized, scalable, and moving efficiently while enabling functional leaders and managers to focus on customer strategy, project delivery, organizational development, product improvement, and longer-term operational priorities.

This is a hands-on manager opportunity for an early to mid-career professional with demonstrated experience in customer support, SaaS operations, service delivery, customer enablement, or technical support who is ready to own broader operational and client education responsibilities. The ideal candidate is highly organized, customer-focused, technically curious, confident facilitating client training, and comfortable leading work across multiple teams.

While this person does not need to be a software engineer, they should be comfortable independently managing customer issues, owning operational processes, developing and delivering customer training, learning technical systems, improving workflows, and building deeper expertise in Zendesk and the company’s products over time.

• Support queue ownership: Manage the day-to-day health of the Support queue, ensuring tickets are appropriately prioritized, assigned, tracked, escalated, and resolved within service expectations.
• Zendesk administration: Serve as the day-to-day administrator for Zendesk and related Support tools, including workflows, routing, automations, forms, permissions, and reporting.
• Incident and escalation coordination: Coordinate customer-impacting incidents and escalations across technical and business teams, maintaining clear ownership, communication, and next steps through resolution.
• Cross-functional issue management: Act as the operational bridge between Support, Customer Success, Client Delivery, PMO, Product, Application Development, and Data Engineering, particularly where issues move between Support, defects, enhancements, projects, or customer education.
• Client training strategy: Own the end-to‑end strategy for ongoing client training and education, including program priorities, curriculum, training cadence, delivery formats, audience segmentation, and measures of effectiveness. Partner with Customer Success and Product to align training priorities with adoption needs, product releases, recurring Support trends, and customer feedback.
• Training content and documentation: Own the creation, organization, maintenance, and continuous improvement of client training materials, including presentations, facilitator guides, user guides, job aids, recorded sessions, FAQs, Help Center content, and other self‑service resources. Ensure training materials remain current, accurate, repeatable, and aligned with product…