Customer Support Operations Manager

Overview:

The Customer Support Operations Manager leads a team of 10–12 customer support analysts (junior and/or senior) delivering timely, high‑quality assistance for enterprise software solutions. This role oversees day‑to‑day support operations, coaches and develops team members, manages escalations, and uses data to improve customer outcomes and operational efficiency.

This position has a direct team scope, with full accountability for team performance, case quality, and service delivery.

• Build, onboard, and grow a high‑performing support team
• Hold regular check‑ins, performance discussions, and coaching conversations
• Create growth and improvement plans to support individual development

• Oversee daily case flow, team capacity, and coverage

• Coordinate staffing plans, schedules, and workload balancing

• Track real‑time performance and overall operational health

• Lead the team toward stro...