Senior Support Operations Manager

Lighthouse•Denver, CO

5d•$102,000 - $130,000•Hybrid

About The Position

The Senior Support Operations Manager will be responsible for overseeing and optimizing customer support operations to ensure exceptional service delivery. This role involves managing a team, implementing efficient processes, and leveraging data to drive improvements in customer satisfaction and operational effectiveness. The ideal candidate will have a strong background in support operations management within a fast-paced, technology-driven environment.

Requirements

Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.
5+ years of experience in customer support operations or a related field, with at least 2 years in a management or leadership role.
Proven experience in managing and developing support teams.
Strong understanding of customer support best practices, metrics, and KPIs.
Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk).
Excellent analytical and problem-solving skills.
Strong communication, interpersonal, and leadership skills.
Ability to work effectively in a fast-paced, hybrid work environment.

Nice To Haves

Experience in the hospitality technology sector.
Familiarity with AI-driven platforms.
Experience with data analysis and reporting tools.

Responsibilities

Oversee the day-to-day operations of the customer support team, ensuring efficient and effective service delivery.
Develop and implement strategies to improve customer satisfaction, response times, and resolution rates.
Manage, mentor, and develop a team of support professionals, fostering a high-performance culture.
Analyze support metrics and KPIs to identify trends, areas for improvement, and opportunities for operational efficiency.
Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to address customer issues and enhance the overall customer experience.
Establish and maintain robust support processes, documentation, and knowledge base articles.
Manage support tools and technologies to ensure optimal performance and utilization.
Contribute to the strategic planning and execution of customer operations initiatives.