Senior Manager, Customer Support (Customer Experience & Support Operations)
About the role
Aurora is seeking a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team. This role will oversee the delivery of a high-quality, customer-first support experience to B2B customers, including carriers and fleets.
Responsibilities
- Build and develop a customer-obsessed team culture
- Hire and lead the frontline customer support team (Tier 1), including team leads and/or managers
- Define and steward Aurora's customer-centricity standards
- Own the operating plan for frontline support, including headcount, capacity, and budget
- Align resourcing and priorities with Support leadership as the organization scales
- Manage the team to deliver excellent customer support across channels (phone, email, chat)
- Establish workforce planning, quality assurance, coaching, and enablement mechanisms
- Use data to run the operation, define and monitor operational KPIs, and drive analyses
- Partner with the Tier 2 team to ensure accurate escalations and continuous improvement
- Partner with the Voice of the Customer team to surface recurring customer pain points
- Present on progress towards customer-centricity and frontline support performance to senior and executive leadership
- Surface risks and trade-offs, advise on organizational design and service-level decisions, and align cross-functional partners on shared priorities
Requirements
- 8+ years in customer support or contact center operations, including 4+ years leading teams (ideally managing managers)
- Proven experience building and scaling a frontline support organization
- Deep fluency in support operations metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms (e.g., Salesforce)
- Data-savvy: comfortable defining KPIs, running your own analyses, and partnering with analytics teams to drive decisions
- Excellent written and verbal communication, strong cross-functional stakeholder management
- Ability to work through ambiguity in a fast-paced environment
Desirable Qualifications
- Experience supporting highly technical and safety-critical environments
- Experience standing up and optimizing phone/voice support
- Experience with CRM implementation and evolution
- Experience partnering with Product and Engineering to improve the end-to-end customer experience
- Experience managing B2B support
- Experience in carrier / freight industry
Benefits
The base salary range for this position is $162,000-$287,000 per year. Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future.
Pay
The base salary range for this position is $162,000-$287,000 per year.
Schedule
Aurora operates in a hybrid work environment where employees are in the office at least 3 days per week.