Manager, Support Operations

Role Overview

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.

Run the daily operation, manage the North America support team day to day, own the daily rhythm, take part in after hours and on call coverage, own escalations, use automation to lighten the load, manage the numbers and the reporting, lead the team, work across the org.

A hands‑on operator who does well in a fast, high volume support environment, genuinely customer first, disciplined, comfortable running a team that mixes people and automation, a clear communicator with frontline teams, peers, and leadership alike, able to hold a team accountable while keeping their trust.

• Bachelor’s degree in a related field, or equivalent combination of educations and related experience
• 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
• Solid hands‑on experience with a service desk or ticketing platform
• Experience building or tightening reporting, metrics, and operational reviews
• Experience running case quality reviews and coaching to measurable improvement

• healthcare benefits
• paid time off
• parental leave
• 401(k) plan and company match
• short‑term and long‑term disability coverage
• basic life insurance
• wellbeing benefits