Support Operations Program Manager (SaaS) REMOTE

About the role

This role requires 2–7 years of direct experience in Support Operations within a SaaS company; including ownership of support process improvements, cross-functional projects, and operational workflows. Must have experience as a Program Manager / end to end Customer Support.

Responsibilities

• Lead strategic support operations projects from start to finish, including planning, stakeholder alignment, execution, rollout, and follow-up
• Own and operationalize initiatives that improve customer support processes, team scalability, and customer satisfaction
• Partner cross-functionally with Product, Engineering, Marketing, Sales, and Customer Success teams to execute support-related initiatives
• Create workflows, process documentation, operational playbooks, and support documentation for new programs
• Analyze support operations data to identify trends, perform root cause analysis, and recommend improvements
• Translate data insights into actionable programs and process changes
• Optimize workflows and systems used by the support organization
• Build and improve internal operational tooling that supports support teams
• Improve the end-to-end customer journey by driving strategic support enhancements
• Support outsourced/global support team initiatives and collaborate with leadership teams
• Help drive operational improvements related to scalability, customer satisfaction, and support efficiency
• Contribute to process automation initiatives using AI tools, prompt design, or workflow automation tools
• Improve support team productivity by implementing tools or processes that streamline day-to-day operations

Requirements

• 2–7 years of direct experience in Support Operations within a SaaS company (not general customer service), including ownership of support process improvements, cross-functional projects, and operational workflows
• Must have experience working for a SaaS company
• Experience supporting SaaS products directly
• Experience owning projects end-to-end, including: project planning, stakeholder management, execution, rollout, and tracking outcomes/results
• Requires strong hands-on experience using Salesforce, including workflows, objects, reporting, and operational process improvements
• Experience using Jira or similar project management systems such as Asana, ClickUp, or comparable tools
• Must understand how to use project management systems to manage and track operational initiatives
• Strong analytical background with the ability to: identify trends, analyze operational data, perform root cause analysis, and translate findings into business actions
• Experience improving KPIs such as: CSAT, SLA adherence, resolution times, efficiency metrics, and cost improvements
• Requires strong understanding how to use AI beyond simple prompting, including: prompt design, workflow enhancement, automation, and process optimization
• Experience applying AI or automation tools to improve workflows, increase efficiency, and support operations in a business environment
• Comfortable managing multiple projects in a fast-paced environment
• Strong communication skills and ability to work cross-functionally across multiple departments

Qualifications

• Experience supporting a global customer base
• Experience building dashboards or reporting in tools such as Looker
• Proven track record of improving KPIs (CSAT, SLA adherence, resolution time, cost efficiency)

Skills

• Led strategic support operations projects from start to finish
• Built process documentation and operational playbooks
• Analyzed support operations data to identify trends and recommend improvements
• Used AI to streamline workflows and improve efficiency
• Improved KPIs such as CSAT, SLA adherence, resolution times, and cost efficiency

Benefits

• Medical
• Dental
• Vision

Pay

$42/hr + Benefits

Schedule

Full-time, Monday–Friday