Senior Customer Support Operations Manager

The Senior Customer Support Operations Manager plays a critical role in executing the strategic vision and direction set by our Vice President, Customer Support. This position will be integral in aligning SOCi’s support initiatives with overarching company goals, fostering a culture of customer-centricity, and ensuring the delivery of exceptional service. The individual in this role will manage key systems (Zendesk, Tymeshift, Jira, Round Robin, and other support centric software), oversee reporting, and will help optimize ticket loads in relation to staffing, ensuring that the team has clear visibility into operations from ticket intake to resolution.

Additionally, the Senior Customer Support Operations Manager will mentor and coach a team of support specialists, driving collaboration across various internal departments and playing a crucial role in shaping the future of SOCi’s customer support function. This role will start as an individual contributor with the ability to grow into a managerial role.  This position requires a proven track record in driving revenue and impacting customer retention through operationalizing subscription support services.

Who We Are

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You Will Make an Impact:

• Drive the strategic direction of our customer support operations, aligning initiatives with company goals and objectives. Your leadership will shape the future of our customer support function and enhance our ability to meet evolving customer needs.
• Oversee the day-to-day operations of our customer support team, ensuring efficiency, effectiveness, and continuous improvement. Your expertise will optimize processes, streamline workflows, and elevate the overall quality of service delivery.
• Champion a customer-centric approach to support, fostering a culture of empathy, responsiveness, and problem-solving. Your focus on delivering exceptional customer experiences will strengthen customer loyalty and satisfaction.
• Mentor and empower our customer support team to achieve their full potential. Your guidance and support will foster a high-performing team culture, driving both individual and collective success.
• Collaborate closely with other departments, including product, sales, and marketing, to ensure alignment on customer support strategies and initiatives. Your collaboration will strengthen cross-functional relationships and drive cohesive business outcomes.

What You’ll Need to be Successful:

• Ability to work 100% remote.
• Requires 8+ years of prior relevant experience.
• Demonstrated success in leading and managing customer support operations, with a track record of achieving results and driving organizational excellence.
• A deep understanding of customer needs and preferences, with a passion for delivering outstanding customer experiences and driving customer loyalty.
• Strong strategic thinking and problem-solving skills, with the ability to develop and execute strategic initiatives that drive business outcomes and support long-term growth.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong analytical and data-driven decision-making skills, with the ability to analyze complex data sets, identify trends, and develop actionable insights.
• A collaborative and team-oriented mindset, with the ability to work effectively in a cross-functional environment and build strong relationships across the organization.
• Flexibility and adaptability to thrive in a fast-paced, dynamic environment with evolving priorities and challenges.
• Proven experience operationalizing subscription support service to drive revenue and customer retention.

Education: Bachelor's degree in marketing, business, or a related field.