Customer Service Coordinator
Bridgestone Americas
ERP
Manager, Customer Support Operations
Webflow
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $113,500 - $154,000 per year
Job Level
JuniorMid-Level
Tech Stack
JavaScriptTableau
About the role
- Manage and develop a team of Operations Engineers, Systems Managers, and Program Managers who build tools, automate workflows, design systems, and execute strategic initiatives to support the broader Customer Support org.
- Provide regular coaching, feedback, and mentorship that aligns with both individual growth goals and business priorities.
- Promote a culture of experimentation, continuous improvement, and accountability.
- Collaborate with senior leaders in Global Customer Support to align on strategic priorities and delivery expectations.
- Own delivery of key SupportOps responsibilities — including internal tooling, documentation, workflow improvements, and data pipelines — that drive performance for our customer-facing teams.
- Partner with frontline teams to surface pain points and proactively deliver solutions that increase agent efficiency and improve time to resolution.
- Drive initiatives focused on Tier 0 support and ticket deflection through automation, proactive messaging, and improved self-service content.
- Establish feedback loops to ensure continuous iteration on tools and processes based on agent usage, customer satisfaction, and business needs.
- Scope and manage complex cross-functional projects with Product, Engineering, and Enablement teams to improve the end-to-end support experience.
- Maintain strong operational rigor across the team — including OKRs, project tracking, and stakeholder communication — to ensure visibility and impact.
- Contribute to support capacity planning and prioritization by producing and interpreting reporting on agent workflows, ticket volume drivers, and automation effectiveness. Help evolve our support model to scale with Webflow’s growing customer base and increasingly complex product offerings.
Requirements
- BA/BS degree or equivalent experience
- Have 2–4 years of experience in a people management role, ideally within Support Operations, Customer Support, or Technical Program Management at a SaaS company.
- Have prior hands-on experience in support tooling (Zendesk, Explore), workflow automation (e.g. Make, Zapier), data analysis (e.g. Looker, Tableau), or web technologies (e.g. HTML/CSS/JS).
- Understand the role that high-quality internal tooling and self-service play in reducing ticket volume and improving customer satisfaction.
- Are an excellent communicator who can translate between technical and non-technical audiences and build trust with stakeholders across Product, Engineering, and Customer Experience.
- Are a systems thinker who can break down complex operational problems into scalable, repeatable solutions.
- Have a strong bias for action, high attention to detail, and the ability to manage multiple concurrent priorities with grace and clarity.
- Embody servant leadership — you empower your team, remove blockers, and lead with empathy and curiosity.
- Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact.
Benefits
- Equity ownership (RSUs) in a growing, privately-owned company
- 100% employer-paid healthcare, vision, and dental insurance coverage for full-time employees (working 30+ hours per week) and their dependents. Full-time employees may also be eligible for voluntary insurance options where applicable in the respective country of employment
- 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability leave for birthing parents to be used before child bonding leave (note: where local requirements are more generous, employees receive the greater benefit); full-time employees also have access to family planning care and reimbursement
- Flexible PTO for all locations and sabbatical program
- Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
- Monthly stipends to support work and wellness
- 401k plan or pension schemes (in countries where statutorily required), and other financial wellness benefits, like CPA and financial advisor coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
people managementsupport toolingworkflow automationdata analysisHTMLCSSJavaScriptproject trackingOKRsautomation effectiveness
Soft skills
communicationsystems thinkingattention to detailmulti-taskingservant leadershipempathycuriositycoachingmentorshipcollaboration
Certifications
BA/BS degree
