Claravine

Customer Support Operations Manager

Claravine

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $80,000 - $110,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudSQLTableau

About the role

  • 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.

Requirements

  • 3–5 years of experience in customer support, customer success operations, or CS tooling/systems administration in B2B SaaS
  • Zendesk and Jira experience is a must
  • Intermediate knowledge of SQL for querying and basic report creation and validation (select statements, filtering, aggregations, joins)
  • Proven success in leading a global support team
  • Strong analytical skills with experience building dashboards or reports; familiarity with Looker, Tableau, or Zendesk Explore a plus
  • Systems thinker who enjoys designing processes that scale
  • Excellent written communicator with a knack for making complex technical concepts simple and clear
  • Comfortable working cross-functionally in a fast-paced, remote-first environment