Technical Support Operations Manager

VitalSource Technologies-posted 3 months ago

Full-time • Mid Level

Resume

Match Score

Upload and Match ResumeTrack Jobs with Teal

VitalSource®, is hiring a(n) Technical Support Operations Manager to contribute to our Customer Success team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered. The Technical Support Operations Manager drives efficiency in support systems, optimizes workflows, and enhances customer experience through data-driven insights. This role focuses on managing support tools, reporting on key metrics, and collaborating with cross-functional teams to improve technical support operations. The Technical Support Operations Manager will play a strategic role in enhancing self-service resources, driving system automation, enabling agent efficiency, and identifying long-term improvements to support infrastructure.

Oversee and optimize support platforms (e.g., Zendesk, Jira, Salesforce) to improve efficiency.
Implement and maintain automation, integrations, and self-service solutions to enhance support effectiveness.
Ensure documentation and workflows are up to date to streamline support processes.
Monitor system performance and identify opportunities to enhance system usability and effectiveness.
Develop and maintain dashboards and reports to track support performance, agent efficiency, and customer experience metrics.
Analyze trends in ticket volume, resolution times, and common issues to drive operational improvements.
Provide leadership with actionable recommendations based on data insights to optimize the customer support experience.
Work closely with product and engineering teams to escalate and track recurring technical issues.
Partner with support leadership to identify training needs and improve agent performance.
Collaborate with UX and product teams to enhance customer interactions and self-service options.
Monitor and assist with triaging internal communication channels (e.g., Slack, Help channels) to ensure timely resolution of technical inquiries.
Work closely with Support leadership and vendor relationship managers to implement system updates, resolve platform issues, and improve integrations.
Provide Support Manager with vendor performance evaluation based on data and metrics.
Serve as a mentor and resource for Customer Support agents handling complex issues, ensuring resolution aligns with best practices.
Partner with Agent Enablement to facilitate onboarding and adoption of new tools and workflows.
Communicate and document Product updates, feature launches, and known issues to enhance agent preparedness.
Identify opportunities for process optimization and implement system improvements to enhance user experience.
Stay up to date with industry best practices and emerging technologies in support operations.
Drive initiatives to improve support accessibility, knowledge sharing, and overall system efficiency.
Establish best practices for system usage, and workflow automation.
Implement change management strategies for new systems and process improvements.
Extended hours may be required to meet critical deadlines or support essential business operations.
Other duties as assigned.

5+ years of experience in technical support operations, customer experience, or systems management.
Associate degree in relevant field or equivalent experience required.
Certifications in Zendesk, Salesforce, or similar systems strongly preferred.
Experience in SaaS, cloud-based technologies, or IT support operations preferred.
Proficiency with support ticketing systems (e.g. Zendesk, Salesforce Service Cloud, Jira).
Strong knowledge of support ticketing platforms (e.g. Zendesk, Jira, Salesforce Service Cloud), reporting tools, and automation technologies.
Proficiency in data analysis tools (Excel, SQL, BI platforms like Looker or Tableau).
Experience with workflow automation and AI-driven support tools.
Familiarity with APIs, CRM platforms, and knowledge management systems.
Background in SaaS, cloud-based technologies, or IT support operations.
Strong technical aptitude for troubleshooting and optimizing support workflows.
Knowledge of quality assurance processes and performance analytics for support teams.
Ability to analyze and improve customer support processes.

Excellent problem-solving and project management skills.
Ability to translate data insights into actionable recommendations.
Strong collaboration and communication skills for working cross-functionally.
Ability to adapt to changing priorities and business needs.

Collaborative, Inclusive, and Mission-driven culture.
Competitive base salary and a strong variable component.
Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance.
401K match up to 5%.
12 weeks of paid parental leave.
Tuition reimbursement program.
Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
Flexible work schedules and remote capabilities (by team).
Opportunities for fitness challenges and rewards.

Track Jobs with Teal

Job Search Resources

•

Resume Builder

•

Operations Manager Resume Examples

•

Operations Manager Cover Letter Examples

Technical Support Operations Manager

Job Search Resources

Tools

Career Hubs

Guides

Company