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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