Support Operations Manager
March 26 2025
Industries
IT: Software
Categories Support, Assistance
Ottawa, ON • Full time
As the Manager of Support Operations, you'll be pivotal in optimizing product and support workflows, enhancing tooling and processes, and driving strategic initiatives that improve customer and agent experiences. You'll lead the Support Operations team, leveraging AI-driven automation, data insights, and process improvements to ensure operational efficiency, scalability, and alignment with business goals while fostering a culture of continuous innovation.
Key Responsibilities
- AI-Driven Optimizations & Workflow Enhancements
- Identify and implement automation and data-driven solutions to streamline agent workflows, reduce manual effort, and improve resolution efficiency.
- Collaborate with Product & Engineering teams to optimize platform functionality and reduce common support issues.
- Leverage analytics and automation to enhance ticket routing, issue categorization, and agent response efficiency.
- Continuously evaluate and integrate new tools to optimize agent performance, ticket resolution speed, and operational efficiency.
- Support Operations Strategy & Execution
- Align support operations strategies with business objectives, ensuring scalability and efficiency in support processes.
- Drive process automation initiatives to reduce repetitive tasks and increase team productivity.
- Monitor and analyze key performance metrics (e.g., resolution time, escalated conversations, feedback utilization rate) to drive continuous improvements.
- Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and compliance across operations.
- Collaborate with cross-functional teams to ensure customer feedback informs support strategy and broader business initiatives.
- Advocate for customer-centric improvements by strengthening feedback loops between support, product, and engineering.
- Oversee credential management processes to ensure accurate and timely access provisioning, meeting SLAs.
- Team Development & Reporting
- Lead, mentor, and develop a high-performing Support Operations team, fostering a culture of continuous learning and innovation.
- Define performance goals and implement data-driven coaching strategies to improve team effectiveness.
- Develop and execute hiring strategies to attract and retain top talent, ensuring the team scales effectively with business needs.
- Provide detailed data-driven insights and reporting to leadership, focusing on efficiency gains, customer trends, and areas for improvement.
- Tooling & Process Enhancements
- Own the evaluation, implementation, and seamless integration of AI-driven support tools (e.g., workflow automation, smart ticketing) to enhance efficiency and resolution speed.
- Work closely with product teams to advocate for features that improve platform usability and reduce support demand.
- Stay up to date on industry trends, emerging technologies, and best practices in support operations.
Experience & Qualifications
- 5+ years in customer support, support operations, or process optimization, with at least 2+ years in a leadership role.
- Proven experience leveraging AI, automation, or machine learning tools to optimize customer support workflows.
- Strong analytical skills with a data-driven approach to improving efficiency and customer satisfaction.
- Experience implementing and optimizing support platforms, ticketing systems, and automation tools to enhance workflows.
- Excellent communication and stakeholder management skills, with the ability to collaborate cross-functionally and advocate for customer needs.
- Ability to manage multiple projects, balance priorities, and drive AI-led transformation in a fast-paced environment.
- Proactive mindset with a passion for continuous learning, staying updated on industry trends and best practices in support operations.
Bonus
- Experience in AI-driven customer support solutions, such as automated triage and predictive analytics
- Familiarity with machine learning models for customer support and AI-enhanced agent assist tools.
- Background in support operations within a SaaS or tech-driven organization.
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