Support Operations Manager, Ironclad
$134-167k
Offers Equity, a new hire grant, along with opportunities for additional awards throughout your tenure
Enterprise software for managing contracts
Be an early applicant
Enterprise software for managing contracts
501-1000 employees
Be an early applicant
$134-167k
Offers Equity, a new hire grant, along with opportunities for additional awards throughout your tenure
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- We are looking for a collaborative, team-first operator to join us in this mission
- 7+ years of related experience, preferably in Technical Support, Support Operations, or Product/Engineering
- Experience building forecast and capacity models for support teams
- Ability to analyze data, identify patterns, and solve complex problems
- Proven track record of successfully orchestrating large-scale transformation projects
- Excellent communication and presentation skills (written & verbal) and the ability to convey complex ideas and present findings in senior leadership in a clear and concise manner
- Experience and understanding of SaaS and different Support business models
- Possess exceptional analytical and problem-solving skills and be comfortable interacting with all levels, including Executive Leadership
- Previous experience with Zendesk and scaling SaaS companies strongly preferred
- Demonstrated ability to think strategically and prioritize large volumes of work
What the job involves
- The Support Operations Manager is a critical role on the Customer Experience Strategy & Operations team, dedicated to driving the efficiency and effectiveness of our Customer Support organization
- This role is a blend of strategic planning and hands-on execution
- You will be responsible for transforming data into action—analyzing ticket trends to provide meaningful insights, redesigning processes for greater efficiency, and implementing system changes that empower the team to deliver high quality support
- You will also own workforce management, creating a data-driven approach to scheduling and resource planning that ensures we deliver on our promises to customers
- Stakeholder Management: Serve as the primary business partner to the Head of Support and the leadership team, acting as a trusted advisor across all aspects of the business. You will drive operational excellence by partnering on strategy, planning, execution, and delivering critical insights through data and analytics
- Data-Driven Strategy: Define, monitor, and report on key Support KPIs and team performance metrics. You will leverage these insights to partner with leadership on optimizing our channel strategies and team workflows
- Workforce Management: Build and maintain our workforce management model. You will analyze support ticket trends and volume forecasts to define and organize support shifts, schedules, and coverage models to maximize team efficiency and meet customer SLAs
- Operational Cadence: In close partnership with FP&A and BI, you will drive the Support team's operational cadence, including annual planning, quarterly business reviews, and ongoing metrics reviews
- Process Improvement: Document, implement, and continuously improve processes and workflows for the Global Support team to drive consistency and scalability
- Tooling Ownership: Own and maintain our Support tooling, including all systems, reports, dashboards, and process documentation
- Systems Roadmap: Partner with our GTM Systems team to develop the Support systems roadmap, rolling out new tools and automation to support evolving strategies
- Voice of the Customer: Develop a deep understanding of customer satisfaction (CSAT/DSAT) trends. You will leverage this data to champion the Voice of the Customer, providing data-backed recommendations for product development, QA processes, and support workflows
Our take
Business contracting is often inefficient and messy, with approvals required from various stakeholders and many processes still paper-based. Ironclad is a platform that digitises, automates, and streamlines contract workflows, allowing legal teams to focus on legal work rather than paperwork. Ironclad’s platform features collaborative tools that facilitate business operations and extract and catalog contract metadata, making information easier to access and act upon. Its enterprise customers include Dropbox, Mastercard, Pixar, Fox, and L’Oréal.
Despite its success, Ironclad faces competition in the $3 billion contract lifecycle management industry from major players like DocuSign and emerging ones like Contractbook. The company recently announced Ironclad Signature, marking its entry into the $25 billion eSignature market. The new feature speeds up the signature process by an estimated 80% and provides summaries and approval histories to users. This new tool is expected to strengthen Ironclad's position in the sell-side contract lifecycle management market.
Additionally, Ironclad introduced value-based pricing, charging only for completed, signed agreements, unlike other providers who charge for every signature packet sent out. Ironclad, backed by investors like Accel, Sequoia, Y Combinator, and BOND, remains committed to innovating and maintaining its leadership in the contract lifecycle management space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$150m
SERIES E
Dec 2020
$100m
SERIES D
Total funding: $334.3m
Company benefits
- Dental, and vision insurance
- 401K
- Wellness reimbursement
- Flexible vacation policy
- Generous parental leave for both primary and secondary caregivers
- Work from home opportunities
- Health insurance
Company HQ
South Beach, San Francisco, CA
Leadership
Cai GoGwilt
(CTO & Chief Architect)Studied HSPS at Cambridge, and Computer Science at MIT. Was a Summer Technology Analayst at Goldman Sachs. Worked as a Research Assistant at MIT. Was a Software Engineer at Palantir.
Jason Boehmig
(CEO)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
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