Client Support & Service Operations Manager

Batbox•Dallas, TX

20h•$90,000 - $120,000

About The Position

Batbox is a sports technology company reinventing how the world plays, experiences, and connects through baseball. By blending immersive gameplay, data-driven technology, and scalable business models, we are building a global ecosystem that makes baseball accessible, social, and unforgettable. From our flagship venue in Addison, Texas, to a rapidly growing network of licensed installations and stadiums across North America and beyond, our proprietary platform powers a unified player experience. Whether it’s through our real-time analytics or our world-class hospitality, we invite everyone to step up to the plate. Join us as we scale the future of sports entertainment. Based in Dallas, Texas and reporting to the Head of Operations, the Client Support & Service Operations Manager will build and lead Batbox’s B2B customer support infrastructure from the ground up. It is an operational leadership role responsible for designing and implementing the systems, processes, tools, and service model that support our licensed partners and venue operators. You will architect the structure that powers client support across our business - including workflow design, ticketing systems, service standards, SLAs, documentation, and cross-functional escalation processes. In the early phase, you will directly handle support inquiries while simultaneously building the scalable infrastructure that will enable future team growth. You are operationally disciplined, systems-oriented, and comfortable designing processes from zero. You understand how to integrate support operations with Product, Engineering, and Operations to ensure issue resolution, feedback loops, and continuous improvement. You are comfortable implementing software platforms and defining performance metrics. This role is focused on B2B support operations and long-term scalability - not revenue expansion, upselling, or client relationship management. This is not a Client Success or an account management role.

Requirements

5–10 years of experience in Customer Support Operations, Service Operations, or B2B Customer Success environments.
Proven experience building or significantly redesigning a support function from scratch.
Experience implementing and managing support platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or similar systems.
Strong process-building and systems-thinking mindset.
Experience working cross-functionally with Product and Engineering teams.
Comfortable operating both strategically and hands-on in early phases.
Strong written and verbal communication skills.
Based in Dallas or willing to relocate.

Nice To Haves

Experience in technology-driven or hardware + software environments is highly preferred.

Responsibilities

Build the Department from Scratch: Design and implement Batbox’s B2B customer support infrastructure, including ticketing systems, escalation paths, SLAs, knowledge bases, and reporting dashboards.
Support Technology & Platform Implementation: Select and implement a support platform (Zendesk or similar), connect it to the Batbox Admin Portal, integrate with CRM and operational systems, and build reporting visibility across departments.
AI & Automation Strategy: Design a phased support model that moves from product-led remote resolution to AI troubleshooting agents, automated workflows, and scalable support channels.
B2B Service Model & SLA Structure: Create service tiers and define response times, resolution expectations, and escalation logic aligned with customer contracts and operational realities.
Operational Troubleshooting & Field Coordination: Coordinate with Product, Engineering, and Installations teams to ensure issues are resolved efficiently. Support escalation from remote troubleshooting to on-site dispatch when required.
Documentation & Knowledge Systems: Develop troubleshooting videos, internal SOPs, client-facing guides, and structured documentation to reduce recurring issues and improve self-service capabilities.
Data & Performance Metrics: Track response time, resolution time, recurring issue trends, and system health metrics. Use data to continuously improve performance and reduce friction.
Future Growth: Build and lead a scalable support team over time as Batbox expands nationally and internationally.