Support Operations Manager

Xerxes Global•Bloomington, MN

20h•Hybrid

About The Position

EBM Software is a rapidly growing SaaS company that empowers private equity firms, investment banks, and middle-market companies with cutting-edge business analytics tools. The Support Operations Manager is responsible for the day-to-day execution, administration, and continuous improvement of the company’s customer Support function and for owning the strategy, content, and delivery of ongoing client training and education. This role works closely with Customer Success, Client Delivery, PMO, Product, Application Development, and Data Engineering to ensure customer issues are acknowledged, prioritized, assigned, tracked, resolved, and escalated appropriately while customers receive structured, scalable education that improves product proficiency and self-sufficiency. This individual will keep both Support and client training functions organized, scalable, and moving efficiently, enabling functional leaders and managers to focus on other priorities. This is a hands-on manager opportunity for an early to mid-career professional with demonstrated experience in customer support, SaaS operations, service delivery, customer enablement, or technical support who is ready to own broader operational and client education responsibilities. The ideal candidate is highly organized, customer-focused, technically curious, confident facilitating client training, and comfortable leading work across multiple teams. While not requiring software engineering expertise, the candidate should be comfortable independently managing customer issues, owning operational processes, developing and delivering customer training, learning technical systems, improving workflows, and building expertise in Zendesk and the company’s products.

Requirements

Self-driven and able to work with minimal supervision
Communicates effectively with users/customers & colleagues 2-3 levels up/down and across a range of disciplines, and all levels of management
Ability to adapt on the fly
Strong working knowledge of computer software, such as MS Excel, MS PowerPoint, MS Word, etc.
Experience with business intelligence and/or planning and budgeting software applications
Ability to use data analysis to develop insights and hypothesis vs. reporting numbers
Ability to influence and drive consensus across organizational functional areas
Capable of multi-tasking across projects of varying scope and complexity
Able to deal with ambiguity
Strong written and verbal communication skills.
Demonstrated ability to design, organize, and deliver effective client training and education programs.
Strong presentation and facilitation skills with the ability to explain technical or complex concepts to business users.
Ability to create clear, reusable training documentation and self-service learning resources.
Strong organizational skills and ability to manage multiple open issues simultaneously.
Demonstrated ability to follow issues through resolution and escalate when appropriate.
Comfort learning technical products, systems, and business processes.
Strong attention to detail.
Demonstrated customer-service mindset.
Ability to work effectively with both technical and non-technical teams.
Interest in process improvement, automation, analytics, and operational problem solving.
Ability to operate independently while recognizing when leadership involvement is necessary.
Undergraduate B.S. Degree
3–5 years of experience in customer support, SaaS support, customer operations, technical support, service delivery, customer enablement, or a related role, with demonstrated ownership of processes or programs.
Experience developing and delivering training, onboarding, enablement, or customer education for business users.
Experience creating and maintaining customer-facing documentation, training materials, or self-service resources.
Experience working with a ticketing or customer-support platform.

Nice To Haves

Experience with Zendesk or a similar Support platform.
Experience owning or coordinating customer training, enablement, onboarding, webinars, or recurring education programs.
Experience developing training presentations, user guides, videos, job aids, or other customer-facing learning content.
Exposure to Jira, Confluence, ServiceNow, Freshdesk, Pylon, or similar tools.
Experience supporting SaaS, analytics, software, data, or other technically complex products.
Familiarity with incident-management or escalation-management processes.
Experience maintaining knowledge articles, FAQs, or customer documentation.
Experience with operational reporting or Support analytics.
Exposure to Product, Engineering, Data, implementation, or Customer Success teams.
Interest in developing broader knowledge of application development, data engineering, and SaaS operations.

Responsibilities

Manage the day-to-day health of the Support queue, ensuring tickets are appropriately prioritized, assigned, tracked, escalated, and resolved within service expectations.
Serve as the day-to-day administrator for Zendesk and related Support tools, including workflows, routing, automations, forms, permissions, and reporting.
Coordinate customer-impacting incidents and escalations across technical and business teams, maintaining clear ownership, communication, and next steps through resolution.
Act as the operational bridge between Support, Customer Success, Client Delivery, PMO, Product, Application Development, and Data Engineering, particularly where issues move between Support, defects, enhancements, projects, or customer education.
Own the end-to-end strategy for ongoing client training and education, including program priorities, curriculum, training cadence, delivery formats, audience segmentation, and measures of effectiveness. Partner with Customer Success and Product to align training priorities with adoption needs, product releases, recurring Support trends, and customer feedback.
Own the creation, organization, maintenance, and continuous improvement of client training materials, including presentations, facilitator guides, user guides, job aids, recorded sessions, FAQs, Help Center content, and other self-service resources. Ensure training materials remain current, accurate, repeatable, and aligned with product functionality.
Lead and facilitate recurring client education, including new-user training, refresher sessions, product and feature training, webinars, office hours, and other scalable learning formats. Coordinate subject-matter experts for specialized topics while retaining ownership of the overall client training experience and delivery process.
Monitor key Support metrics and trends—including backlog, aging, response and resolution times, SLA performance, escalations, defects, and recurring customer issues—and provide reliable reporting to leadership.
Identify recurring customer pain points, product issues, process gaps, and opportunities for automation or systemic improvement, ensuring relevant feedback reaches Product and other stakeholders.
Maintain and improve internal and customer-facing Support documentation, runbooks, FAQs, Help Center content, and training resources to increase consistency, self-service, and customer proficiency.
Help ensure new products, implementations, customer launches, and major releases are ready to transition into Support with appropriate documentation, monitoring, processes, and escalation paths.

Benefits

Generous PTO and work flexibility
Multiple office locations (Minneapolis/Chicago)
3 Work from anywhere weeks for all employees
Medical (including Mayo Clinic Coverage and HSA), Dental, and Vision insurance.
ST/LT Disability and Life Insurance coverages
401k plan with investing flexibility and automatic company contributions
Paid parental leave
All employees eligible to participate in sales incentives and commission programs
Annual tech allowances
Special allowances for growth and development, certifications, on-going classes, etc.
Summer hours between US Memorial Day & Labor Day
Numerous company outings, volunteer opportunities and more on a regular basis
Quarterly Town Halls to engage with the Executive Leadership Teams and Q&As
4-week sabbatical after 10 years of service