Operations

• Administration and optimization of our Support tech stack (Salesforce, Intercom, Jira), ensuring reliable day-to-day operations while continuously improving system performance.
• Execute strategy in partnership with Support leadership, translating business objectives into operational process, workflows, and tool configurations.
• Implement best practices for support operations, leverage automation and AI to streamline workflows and enhance customer outcomes.
• Manage system integrations across Intercom, Salesforce, GuideCX and ChurnZero to enable seamless handoffs between Onboarding, Customer Success, and Support.
• Design and implement flows that sync relevant data and information from Intercom and Jira back to Salesforce Cases, providing customer-facing teams with visibility to customer interactions and creating trustworthy reporting and analytics in Salesforce.
• Design and maintain dashboards in Intercom and Salesforce that measure Support KPIs and metrics, ensuring leadership has actionable insights.
• Provide high-level and in-depth ad hoc reporting and analysis to Support and CX Leadership, enabling data-driven decision making.
• Maintain clear documentation of processes and workflows in Confluence, scaling operational knowledge across the team.
• Collaborate closely with Revenue Operations to ensure consistency in data, tooling, and process design across the customer lifecycle.
• Proactively identify opportunities for automation, workflow improvement, and tooling enhancements, and partner with stakeholders to implement solutions.

Support Operations Manager

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Operations Manager