Claravine

Customer Support

•Administer and optimize CS tools and systems (e.g., Zendesk, knowledge base, help center, customer survey tools), ensuring workflows are documented, consistent, and scalable.
•Manage day-to-day support operations: monitor and triage tickets, maintain SLAs, ensure prompt and high-quality responses.
•Maintain and evolve internal documentation to reflect current processes and drive clarity across the CS function.
•Manage a small, outsourced support team.
•Develop customer-facing help resources and documentation; partner with Product and Engineering to keep them up-to-date and proactive.
•Analyze support trends and CS data to uncover systemic issues and inform product, content, or process improvements.
•Collaborate with Customer Success Managers, Solutions Architects, and Product Managers to flag emerging needs, feature gaps, or recurring pain points.
•Build and maintain CS operations dashboards and reports that track volume, resolution times, sentiment, deflection, and other KPIs.
•Identify and implement automation opportunities to reduce manual effort and enhance the customer journey.
•Support the development of training materials and playbooks for internal CS enablement.

Customer Support Operations Manager