Support Operations Manager

Job Description Support Operations Manager

Our client is a growing software technology company seeking a Support Operations Manager to own how support tickets get resolved: the process, the standards, and the results. This individual will build scalable support systems, define best practices for ticket management, and establish quality standards for issue resolution. This is a hands‑on leadership role that requires directly handling tickets while supervising and coaching the support team.

• Own ticket resolution quality and standards across the support team
• Design and manage the ticket pipeline, including intake, prioritization, categorization, and routing
• Work tickets directly, including complex or escalated issues
• Develop and implement processes that drive consistency and efficiency
• Build and maintain a knowledge base for common issues and resolutions
• Identify and implement AI‑assisted tools to improve ticket resolution speed and quality
• Track and report on key support metrics, including ticket volume, resolution time, and quality
• Identify recurring issues and partner with internal teams to drive long‑term solutions
• Supervise, coach, and develop support team members
• Partner with Engineering on technical escalations
• Partner with Customer Success on client‑sensitive communications
• Partner with Product teams to identify trends and improvement opportunities surfaced through support tickets

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3+ years of experience managing or working within a technical support, help desk, or ticketing environment
• Proven experience building or improving support processes
• Comfortable working tickets directly while leading a team
• Strong analytical skills with experience defining, tracking, and reporting on performance metrics
• Experience managing, mentoring, or coaching employees
• Excellent written and verbal communication skills
• Ability to work independently and execute in a fast‑paced environment
• Experience in SaaS, software, technology, property management, or real estate industries
• Familiarity with ticketing platforms such as Zendesk, Freshdesk, Jira Service Management, or similar tools
• Experience partnering with engineering and product teams to resolve customer issues
• Experience leveraging AI or automation tools within support operations