Manager of Customer Support Operations, Webflow

• BA/BS degree or equivalent experience
• You’ll thrive as a Manager, Customer Support Operations if you:
• Have 2–4 years of experience in a people management role, ideally within Support Operations, Customer Support, or Technical Program Management at a SaaS company
• Have prior hands-on experience in support tooling (Zendesk, Explore), workflow automation (e.g. Make, Zapier), data analysis (e.g. Looker, Tableau), or web technologies (e.g. HTML/CSS/JS)
• Understand the role that high-quality internal tooling and self-service play in reducing ticket volume and improving customer satisfaction
• Are an excellent communicator who can translate between technical and non-technical audiences and build trust with stakeholders across Product, Engineering, and Customer Experience
• Are a systems thinker who can break down complex operational problems into scalable, repeatable solutions
• Have a strong bias for action, high attention to detail, and the ability to manage multiple concurrent priorities with grace and clarity
• Embody servant leadership — you empower your team, remove blockers, and lead with empathy and curiosity
• Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact

Desirable

• We’re looking for a Manager, Customer Support Operations to help empower our Customer Support team to do their best work and make Webflow the best product possible
• In this role, you’ll lead the systems, tooling, and strategies that power how we support our global customer base — from designing automations that streamline workflows, to building scalable self-service experiences that reduce customer effort and ticket volume
• You’ll have the opportunity to shape how AI and automation are implemented across our support channels, improve internal tools used by hundreds of agents, and influence operational strategy that impacts millions of Webflow users
• If you're excited about solving real problems at scale, collaborating across functions, and leading a team at the intersection of technology and customer experience — this is the role for you
• Reporting to the Director, Global Customer Support
• As a Manager, Customer Support Operations, you’ll …
• Manage and develop a team of Operations Engineers, Systems Managers, and Program Managers who build tools, automate workflows, design systems, and execute strategic initiatives to support the broader Customer Support org
• Provide regular coaching, feedback, and mentorship that aligns with both individual growth goals and business priorities
• Promote a culture of experimentation, continuous improvement, and accountability
• Collaborate with senior leaders in Global Customer Support to align on strategic priorities and delivery expectations
• Own delivery of key SupportOps responsibilities — including internal tooling, documentation, workflow improvements, and data pipelines — that drive performance for our customer-facing teams
• Partner with frontline teams to surface pain points and proactively deliver solutions that increase agent efficiency and improve time to resolution
• Drive initiatives focused on Tier 0 support and ticket deflection through automation, proactive messaging, and improved self-service content
• Establish feedback loops to ensure continuous iteration on tools and processes based on agent usage, customer satisfaction, and business needs
• Scope and manage complex cross-functional projects with Product, Engineering, and Enablement teams to improve the end-to-end support experience
• Maintain strong operational rigor across the team — including OKRs, project tracking, and stakeholder communication — to ensure visibility and impact
• Contribute to support capacity planning and prioritization by producing and interpreting reporting on agent workflows, ticket volume drivers, and automation effectiveness
• Help evolve our support model to scale with Webflow’s growing customer base and increasingly complex product offerings
• In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role