Senior Manager, Customer Support (Customer Experience & Support Operations)

📋 Description Lead frontline customer support team (Tier 1) and scale capacity. Define customer-centric standards: tone, case management, omnichannel, CRM. Own frontline operating plan: headcount, capacity, budget. Deliver multi-channel support; meet CSAT, SLA, FCR, and handle time targets. Establish QA, coaching, and enablement for quality at scale. Use data to monitor KPIs and forecast demand with analytics. 🎯 Requirements 8+ years in customer support or contact center ops, 4+ years leading teams. Proven experience building/scaling frontline support: hiring and workforce planning. Deep fluency in support metrics (CSAT, SLAs, FCR, handle time) and Salesforce. Hands-on deployment of self-service and AI-assisted support with guardrails. Data-savvy: define KPIs and partner with analytics to drive decisions. Excellent written and verbal communication and cross-functional collaboration. 🎁 Benefits Hybrid work environment; in-office at least 3 days/week. Base salary range: $162k-$287k; bonus, equity, and benefits.