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Technical Support Operations Lead

New

Skills

Automation of Processes Capacity Modeling Collaboration with Leadership Quality Assurance (QA) Tools Routing and Tiering Rules Salesforce Service Cloud Service Level Agreements (SLAs) Technical Support Management Volume Forecasting Workforce Management (WFM)

We are seeking a Sr. Technical Support Operations Manager to lead our global technical support operations. This role involves strategic planning, staffing, and process automation to enhance our support services.

Key Responsibilities
  • Lead quarterly roadmaps and prioritization for tech support.
  • Own the global support stack lifecycle; design staffing rubrics and SLAs.
  • Build capacity models for long-term headcount; forecast demand and staffing needs.
  • Define routing/tiering rules to route cases to the appropriate teams.
  • Automate and track handoffs to Sales or Customer Success for risks or training gaps.
  • Define entitlement logic in Salesforce for premium sessions.
  • Collaborate with Support VPs/Directors to meet SLA targets.
Required Skills & Qualifications
  • 7+ years in Technical Support/Revenue/Business Operations in SaaS.
  • Expertise in Salesforce Service Cloud and WFM/QA tools.
  • Strong capacity modeling and volume forecasting skills.
  • Operational discipline to create repeatable workflows.
  • Excellent collaboration and communication skills.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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