Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement.
Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals.
Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs.
Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning.
Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements.
Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement.
Implement and refine standard operating procedures to support global consistency and high-volume operations.
Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.

Requirements

4+ years of experience in customer support or user operations
2+ years managing teams in a fast-paced, high-volume environment
Proven ability to drive accountability and performance through clear goals, metrics, and coaching
Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity
Demonstrated experience scaling support operations and improving processes for efficiency and quality
Strong analytical mindset with experience interpreting data to make informed operational decisions
Excellent communication and collaboration skills across Product, Engineering, and Customer Success
Deep familiarity with Freshdesk, or similar support platforms
Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.

Benefits

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportuser operationsprocess optimizationautomationdata analysisperformance metricsstandard operating proceduresteam managementoperational efficiencyresource planning

Soft Skills

leadershipcoachingorganizational skillsprioritizationcommunicationcollaborationaccountabilityanalytical mindsetproblem-solvingadaptability