Customer Support Operations Manager

Claravine-posted 4 months ago

$80,000 - $110,000/Yr

Full-time • Mid Level

51-100 employees

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As the Customer Support and Operations Manager, you serve as the operational backbone of our Customer Success (CS) organization—powering the tools, systems, and processes that scale customer support, drive efficiency, and enhance the overall customer experience. You will manage our support workflows and self-service assets, while analyzing customer insights and support trends to fuel continuous improvement across the customer journey. This cross-functional role combines technical platform support, data-informed operations, and a customer-first mindset to ensure our CS teams are set up to deliver scalable, seamless experiences.

Administer and optimize CS tools and systems (e.g., Zendesk, knowledge base, help center, customer survey tools), ensuring workflows are documented, consistent, and scalable.
Manage day-to-day support operations: monitor and triage tickets, maintain SLAs, ensure prompt and high-quality responses.
Maintain and evolve internal documentation to reflect current processes and drive clarity across the CS function.
Manage a small, outsourced support team.
Develop customer-facing help resources and documentation; partner with Product and Engineering to keep them up-to-date and proactive.
Analyze support trends and CS data to uncover systemic issues and inform product, content, or process improvements.
Collaborate with Customer Success Managers, Solutions Architects, and Product Managers to flag emerging needs, feature gaps, or recurring pain points.
Build and maintain CS operations dashboards and reports that track volume, resolution times, sentiment, deflection, and other KPIs.
Identify and implement automation opportunities to reduce manual effort and enhance the customer journey.
Support the development of training materials and playbooks for internal CS enablement.

3–5 years of experience in customer support, customer success operations, or CS tooling/systems administration (Zendesk, Salesforce, knowledge base platforms, etc.) in B2B SaaS.
Intermediate knowledge of SQL for querying and basic report creation and validation (select statements, filtering, aggregations, joins).
Proven success in leading a global support team.
Strong analytical skills with experience building dashboards or reports; familiarity with tools like Looker, Tableau, or Zendesk Explore a plus.
Systems thinker who enjoys designing processes that scale.
Excellent written communicator with a knack for making complex technical concepts simple and clear.
Comfortable working cross-functionally in a fast-paced, remote-first environment.

Comprehensive medical, dental, and vision coverage.
Claravine pays 80% of the premium cost across all enrollment tiers (individual, family, etc.).
Access to additional services including Kindbody (gynecology & family building care), TalkSpace (online mental health therapy), Teladoc, and One Medical.
401k with company match up to 3.5%.
Flexible Time Off (With Manager Approval).
9 paid company holidays in the US, plus the week between 12/24-1/1.
Generous parental leave paid at 100%.
8 weeks gender-neutral parental leave + 8 weeks for employees delivering a child (16 weeks total).
Monthly technology stipend to support remote work costs (e.g., internet).
One-time New Employee Stipend to set up your remote workspace.

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