Support Operations Manager

Summary

Join Manychat's growing Support team as an Operations Manager! Lead the development and implementation of strategies to enhance the performance of the Customer Support team. You will be a technical expert in Zendesk administration and data analysis, working closely with Support Leads and other teams to define workflows and standards. This role requires experience in customer-facing roles within tech companies, operations management, and proven project leadership. You'll need advanced Zendesk proficiency and strong analytical skills. Manychat offers professional development budgets, flexible benefits plans, and comprehensive health insurance.

Requirements

• Degree in Technology, Business, Engineering, or a related field
• 4+ years in customer-facing roles within tech companies; SaaS experience is highly preferred
• 3+ years of experience in operations management, with a proven track record of leading projects. Background in SaaS, PLG, or Enterprise environments is a strong plus
• Fluency in English, both written and verbal
• High level of autonomy and independence, with the ability to navigate ambiguity and quickly adapt to new tools and challenges
• Advanced proficiency in Zendesk administration, including the ability to manage triggers, automations, and workflows
• Comfortable working with APIs
• Above-average data analysis and reporting skills; basic SQL knowledge is a plus
• Proficiency in Zendesk Explore reporting: deep knowledge of creating custom reports, utilizing formulas, and applying reporting best practices
• Solid understanding of Support team processes, frontline agent needs, and key Support metrics
• Demonstrated ability to lead the research, implementation, and procurement of new technologies
• Strong aptitude for identifying process inefficiencies and automating workflows using Zendesk, Zapier, or similar tools to improve operational effectiveness at scale
• Proven ability to collaborate cross-functionally, translating business requirements into practical support solutions
• Team-first mentality, with an unmatched level of support for teammates
• Ability to travel up to 30% of the time

Responsibilities

• Gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success
• Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision
• Contribute to the administering of all software systems used by Manychat’s Customer Support team and deploy configuration changes when needed
• Run multiple projects simultaneously in an autonomous environment
• Report progress to the Head of Support and the rest of the team regularly

Preferred Qualifications

Experience with additional support tools like Intercom, Surfboard, and MaestroQA is a plus

Benefits

• Professional development budget for relevant conference tickets, training programs, or courses
• Flexible benefits plan to choose the perks that fit your needs
• Health insurance, including dentistry, psychology sessions, nutrition consultations, surgery, and travel assistance