Senior Manager, Customer Support Operations

To build and run customer support for enterprise partnerships, the full-time Senior Manager, Customer Support Operations will manage compliance-driven support flows, oversee ticket resolution, and refine operational processes in a remote setting. Key responsibilities Manage the customer support queue, resolving tickets and auditing existing documentation and processes Own support outcomes, including SLAs and escalation protocols, while building and maintaining a comprehensive knowledge base Scale the support function by evaluating staffing needs and onboarding new team members or BPO partners based on real ticket data Required qualifications Proven experience building and managing customer support or risk/compliance support teams Strong understanding of compliance-driven processes, particularly in financial services or technology sectors Ability to analyze ticket data to inform staffing and operational decisions Experience developing knowledge bases and documentation that support both human and AI interactions Willingness to remain hands-on with ticket resolution while scaling the support team