Senior Support Operations Manager

Job Overview

We are seeking a highly skilled Senior Support Operations Manager to join our team at ART2HIRE. This is a remote, full-time position with an ASAP start date.

About the Company

Our client is a profitable B2C product startup based in Silicon Valley, building innovative mobile solutions for consumers across the globe. They have a flagship VPN application with ~10M MAUs and other exciting products in development.

About the Role

The ideal candidate will be responsible for elevating the customer support framework for both mobile and desktop applications. If you're passionate about improving customer experiences and can connect users with product or engineering teams, we want to hear from you.

Key Responsibilities

• Collaborate closely with technical and product teams to enhance product capabilities, including logging and troubleshooting features.
• Act as a liaison between customer support, product, and engineering teams to ensure effective knowledge sharing and issue resolution.
• Define and track customer success KPIs to drive continuous improvement in support outcomes.
• Oversee daily support operations, including ticket resolution and team guidance, while maintaining a hands-on approach to customer inquiries.
• Compile and deliver regular reports on support metrics and performance.

Requirements

• Experience in consumer mobile and web software products, with familiarity with Windows products as a plus.
• Proficiency in managing customer support platforms like Zendesk or similar environments.
• Demonstrated ability to work collaboratively with technology teams to improve troubleshooting processes and implement automation.
• Strong communication skills to convey technical concepts effectively to both technical and non-technical audiences.
• Prior experience in technical troubleshooting and issue triaging.
• English - Upper Intermediate+

Benefits and What's in it for You?

• Opportunity to lead and innovate within a dynamic customer support environment.
• Collaborative culture that values continuous learning and professional growth.
• Impactful role with direct influence on product improvement and customer satisfaction.

Compensation

$85,000 - $110,000 per year, depending on experience.