Customer Support Operations Manager

New

Skills

Css Customer Experience Html Javascript Looker Program Management SaaS Tableau Zapier Zendesk

Webflow is seeking a Customer Support Operations Manager to lead a dynamic team empowering the global customer support organization. As a key player in redefining web experiences, you will drive systems, automation, and strategies that streamline support operations, enhance agent productivity, and deliver exceptional customer experiences. This remote-first role is ideal for leaders passionate about technology, operational excellence, and innovative problem-solving.

Key Responsibilities
  • Lead, coach, and develop a high-impact team of Operations Engineers, Systems Managers, and Program Managers.
  • Design, implement, and optimize support systems, tooling, and workflow automation to improve efficiency and scalability.
  • Partner with customer-facing teams to identify pain points and deliver solutions that enhance agent and customer experiences.
  • Drive initiatives focused on ticket deflection, self-service content, and proactive messaging using AI and automation.
  • Manage cross-functional projects with Product, Engineering, and Enablement teams to enhance end-to-end support processes.
  • Establish feedback loops and continuous improvement processes for internal tools and customer support workflows.
  • Contribute to support capacity planning, prioritization, and reporting to ensure operational visibility and effectiveness.
Required Skills & Qualifications
  • BA/BS degree or equivalent experience in a relevant field.
  • 2–4 years of people management experience in Support Operations, Customer Support, or Technical Program Management, ideally within a SaaS environment.
  • Hands-on experience with support tooling (e.g., Zendesk, Explore), workflow automation (e.g., Make, Zapier), and data analysis (e.g., Looker, Tableau).
  • Strong understanding of web technologies (e.g., HTML, CSS, JavaScript).
  • Excellent communication skills to bridge technical and non-technical audiences.
  • Systems thinker with the ability to break down complex problems into scalable solutions.
  • Proven track record of driving operational excellence, managing multiple priorities, and delivering strategic results.
  • Servant leadership mindset with a focus on empowerment, empathy, and curiosity.
  • Adaptable and committed to continuous learning, especially in emerging technologies like AI.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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