Support Operations Manager

Job Description
Support Operations Manager
Our client is a growing software technology company seeking a Support Operations Manager to own how support tickets get resolved: the process, the standards, and the results. This individual will build scalable support systems, define best practices for ticket management, and establish quality standards for issue resolution. This is a hands-on leadership role that requires directly handling tickets while supervising and coaching the support team.
Essential Job Functions

Own ticket resolution quality and standards across the support team
Design and manage the ticket pipeline, including intake, prioritization, categorization, and routing
Work tickets directly, including complex or escalated issues
Develop and implement processes that drive consistency and efficiency
Build and maintain a knowledge base for common issues and resolutions
Identify and implement AI-assisted tools to improve ticket resolution speed and...