Support Operations Manager, SugarAI

• The ideal candidate is a strategic thinker with a bias for execution—comfortable leading process improvement, quality assurance, workforce optimization, training enablement, and support tooling initiatives
• 5-8 years of experience in Support Operation or Technical Operations, ideally in a B2B SaaS company
• Proven success implementing and scaling processes, QA programs, and workforce models across global teams
• Previous ownership of the development and governance of internal programs such as escalations, case management protocols, and shift handovers
• Familiarity with modern support tech stack (CRM systems like Salesforce, HubSpot or Zoho; QA tools; Workforce Management solutions)
• Experience developing root cause insights to guide coaching, training, and operational decisions
• Strong analytical and organizational skills; comfortable working with data tools like Excel, Tableau, or Looker
• Excellent communication and interpersonal skills, with a demonstrated ability to lead cross-functional initiatives

Desirable

• We are looking for a proactive and detail-oriented Support Operations Manager to lead the operational engine behind our Technical Support organization
• This role is critical in driving scalable, efficient, and high-quality support processes in a fast-paced SaaS environment
• You’ll partner closely with Support leadership, cross-functional teams, and frontline delivery managers to develop and implement systems, processes, and programs that elevate team performance, ensure customer satisfaction, and optimize resource utilization
• Build, monitor, and continuously improve core support workflows and standard operating procedures
• Partner with global support leadership to ensure alignment of processes across regions and tiers
• Collaborate with Reports & Insights team to manage support coverage, forecast volume, and identify resourcing needs
• Analyze performance trends and recommend improvements to scheduling, shift models, and staffing structures
• Design and manage Quality Assurance (QA) programs to monitor case accuracy, tone, policy adherence, and technical depth
• Manage metrics and standards for measuring individual and team-level performance
• Oversee onboarding and continuous learning programs for the Support team in partnership with product and learning teams
• Identify skill gaps and implement scalable enablement strategies tailored to support tiers and regions
• Support initiatives to streamline workflows across CRM, knowledge base, automation, and AI/chatbot platforms
• Collaborate with Technical Support Leadership and CX Applications team to improve case routing, reporting, and system performance
• Serve as a key liaison between Technical Support and stakeholders in Product, Engineering, Revenue, and Customer Success
• Represent Support in company-wide projects related to product releases, incident response, and customer experience
• Leverage data to recommend and implement initiatives that improve CSAT, NPS, resolution time, and agent productivity