Recurly

Technical Support Operations Manager

Recurly

full-time

Posted on:

Location Type: Hybrid

Location: Broomfield • Colorado • United States

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Salary

💰 $128,000 - $135,000 per year

About the role

  • Support the transformation of Global Support toward an AI-enabled operating model, including execution of the Tier 1 Support redesign.
  • Implement Support AI initiatives such as automation, self-service, and AI-assisted agent workflows.
  • Build and maintain technical expertise in RMS, Commerce, and Engage; coach team members to strengthen their technical capabilities.
  • Lead, mentor, and develop Tier 1 Senior Support team members and Tier 1 Supervisor, focusing on performance, growth, and engagement.
  • Partner with Product and Engineering to stay aligned on roadmap changes and technical impacts to Support operations.
  • Support hiring, onboarding, and enablement programs with a strong focus on technical readiness.
  • Track and report operational metrics, trends, and insights to inform continuous improvement.
  • Drive scalable processes that improve efficiency while maintaining a high-quality merchant experience.
  • Support change management efforts and help teams adapt to new tools, processes, and workflows.

Requirements

  • Experience supporting operational transformation in a technical Support or Customer Experience organization.
  • Experience implementing automation, AI tools, or process improvements at scale.
  • Strong technical aptitude with the ability to learn complex platforms and coach others.
  • Proven people manager with experience leading teams (experience leading managers is a plus).
  • Comfortable collaborating with Product and Engineering on technical topics.
  • Data-driven, organized, and focused on continuous improvement.
  • Excellent written and verbal communication skills.
Benefits
  • Compensation range: $128,000 to $135,000
  • Medical, dental and vision benefits
  • Life insurance
  • Short and long-term disability
  • Hospital indemnity
  • Critical illness coverage
  • Employee accident protection
  • Health savings account (HSA) with company contribution
  • Flexible spending account (FSA) options
  • Employee assistance program
  • Legal and Pet Insurance
  • 401(k) Retirement Plan and company match
  • Company equity
  • Flex Time Off
  • Company Events
  • Training/Development
  • Tuition reimbursement
  • Commuter benefits
  • Volunteer opportunities
  • Monthly internet stipend
Applicant Tracking System Keywords

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

Hard Skills & Tools
AI toolsautomationself-serviceAI-assisted workflowsoperational metricsprocess improvementstechnical supportcustomer experience
Soft Skills
leadershipmentoringcoachingcollaborationdata-drivenorganizational skillscommunication skillscontinuous improvement