Senior Support Operations Manager

Cloudbeds is hiring a Senior Support Operations Manager to build the systems, workflows, automation, reporting, and tooling behind its global support organization. This is a good fit for IT Support Group readers with deep support-platform administration experience who want to improve service delivery at scale rather than manage a ticket queue day to day. What you would work on: - Administer and optimize Zendesk routing, queues, workflows, triggers, automations, SLAs, and escalation paths. - Implement AI-assisted support capabilities, self-service experiences, chatbots, and agent-productivity tools. - Build KPI dashboards and forecasting models for ticket demand, staffing, resolution, and escalation trends. - Map and improve end-to-end support workflows while leading root-cause investigations into recurring problems. - Evaluate new support technology and partner with Product, Engineering, Data, Customer Success, and Revenue Operations. Good fit if: - You have 5+ years in support operations, customer operations, business systems, revenue operations, or a comparable role. - You have hands-on expertise administering Zendesk or another enterprise support platform. - You have designed scalable workflows, automation, reporting, and operational processes. - SQL, BI tools, AI-powered support systems, or hospitality SaaS experience would be useful. Curated from Jobicy for IT Support Group readers. This is an external listing; use the apply link for the source listing and latest details.