Customer Support Manager

The Customer Support Operations Manager will play a critical role in identifying, analyzing, and addressing customer pain points across the help journey. This role will review support interaction data, surface emerging trends, and partner cross-functionally to develop solutions that reduce customer friction, improve resolution outcomes, and enable long-term success for our creators. This role is well-suited for an experienced Customer Support leader who has developed a strong operational understanding of and proven track record of influencing customer behaviors, contact drivers, and systemic issues. Prior experience managing support operations, conducting case studies, and driving cross-functional initiatives provides the foundation to excel in this role.

KEY RESPONSIBILITIES:

• Collaborate with Customer Support and business leaders to define and establish key performance metrics (KPIs) for customer experience and operational efficiency.
• Analyze customer support data, conduct targeted case studies and deep dives, and continuously monitor performance metrics to proactively identify risks, recurring themes, trends, and systemic drivers of customer contact.
• Provide actionable insights by translating complex data and trends into clear recommendations that inform process changes, product feedback, and self-service opportunities.
• Build and maintain robust reporting cadences that provide comprehensive visibility into customer contact patterns, business impact, and emerging areas of concern.
• Collaborate cross-functionally with Product, Engineering, CX leadership, and other stakeholders to prioritize and implement solutions that improve the customer experience.
• Partner with business teams to monitor the impact of new initiatives and track long-term performance trends.
• Maintain clear operational documentation and insight repositories to support consistent issue tracking and resolution management.

KEY QUALIFICATIONS:

• At least 5 years of experience in Customer Experience, Customer Operations, or Support Program Management roles.
• Strong experience conducting trend analysis, case studies, and root cause investigations to better understand customer contact drivers.
• Proven ability to translate operational insights into cross-functional initiatives that address systemic customer pain points.
• Experience designing or managing customer-facing processes, with an understanding of how support journeys function at scale.
• Strong analytical skills, with proficiency in Salesforce, Tableau, Excel, or similar reporting tools.
• Excellent communication and stakeholder management skills, with the ability to translate complex data into clear business recommendations.
• Comfortable working in a fast-paced environment with evolving priorities.
• Curious, proactive, and solutions-oriented with a passion for improving the customer experience.

EDUCATION REQUIREMENT

• Requires at least a BS/BA

  Pay Transparency Range (US)

  $102,600 – $184,700 USD