Sr Support Operations Manager - 15212

Location: Remote (LATAM or South Africa strongly preferred)
Schedule: Flexible; overlap with U.S. Eastern Time required
Engagement: Full-time, Independent Contractor
Compensation: Competitive; pegged to experience (monthly USD)

We’re hiring a hands-on Senior support operations manager to own our global support function end to end. You’ll lead a growing team, design processes, implement self-serve and AI-assisted support, and partner cross-functionally (Product, Engineering, Success, RevOps) to deliver fast, accurate, effortless resolutions at scale.

• Reduce ticket backlog and maintain healthy work-in-progress limits (WIP).

• Improve speed: Avg. First Response Time (FRT) and Avg. Time to Resolution (TTR) trending down month-over-month.

• Increase quality: CSAT ≥ 90%, QA pass rate ≥ target, First Contact Resolution (FCR) ↑.

• Deflection & efficiency: % self-service resolution (help center, in-app guides, chatbots) ↑; cost per ticket ↓.

• Operational maturity: Robust playbooks, clear SLAs, accurate forecasting, and staffing models in place within 90 days.

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  Lead, coach, and scale a distributed support team (tiering, queues, scheduling, QA, coaching).

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  Establish SLAs/SLOs, escalation paths, incident communications, and problem management loops.

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  Own support tooling and automation strategy (help desk, live chat, IVR/call, RPA, AI copilot/chatbot, knowledge base).

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  Build a modern self-service motion (structured KB, release notes, how-to videos, in-app guides, status page).

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  Partner with Product/Eng to triage bugs, track known issues, and close the loop with customers.

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  Instrument reporting (executive dashboards) covering volume, backlog, aging, FRT/TTR, CSAT, FCR, deflection, QA.

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  Drive AI integration: triage routing, agent assist, macro generation, knowledge search/RAG, and summarization.

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  Collaborate with Customer Success on handoffs (expansion risks, health scores, VOC insights).

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  Workforce Management: shift planning for 24×5 (or 24×7 as needed), on-call rotation for incidents.

• 5–8+ years in B2B SaaS support; 2–3+ years managing multi-time-zone teams.

• Built/owned support operations at scale (chat + email; phone a plus).

• Strong command of metrics, queue design, and process standardization.

• Proven record standing up self-service and AI/automation that measurably reduce handle time.

• Excellent communication; crisp incident comms and executive-ready reporting.

Zendesk/Freshdesk/Intercom/Help Scout; Dialpad/Aircall; Guru/Confluence; Asana/Jira; Looker/Mode/Power BI; statuspage.io; QA tools (MaestroQA, Klaus); AI/LLM copilots, RAG search.

30 days: Audit team, queues, macros, and KB; baseline KPIs; publish interim SLA.
60 days: Ship revamped KB and chatbot intents; implement QA rubric; staff model; weekly exec dashboard.
90 days: Achieve targeted reductions in FRT/TTR/backlog; launch agent-assist copilot; finalize FY headcount & budget.