User Operations Manager, US

What You'll Do

• Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement.
• Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals.
• Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs.
• Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning.
• Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements.
• Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement.
• Implement and refine standard operating procedures to support global consistency and high-volume operations.
• Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.

What You Have

• 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment.
• Proven ability to drive accountability and performance through clear goals, metrics, and coaching.
• Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity.
• Demonstrated experience scaling support operations and improving processes for efficiency and quality.
• Strong analytical mindset with experience interpreting data to make informed operational decisions.
• Excellent communication and collaboration skills across Product, Engineering, and Customer Success.
• Deep familiarity with Freshdesk, or similar support platforms.
• Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.

Compensation

$144,000-$216,000