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Senior Manager, Support Operations

3 weeks ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
CRM Snowflake SQL
Apply Now
Age of Learning

Age of Learning

Age of Learning is a leading educational technology innovator that provides a comprehensive online curriculum through its award-winning platform, ABCmouse, designed to enhance early childhood education and support young learners, families, and educator...

Internet Software & Services
251-1K
Founded 2007
$482M raised
View All Jobs 6

Description

  • Own and optimize CX platforms such as Zendesk and Ada to ensure reliability and operational fit.
  • Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction.
  • Lead strategic automation and AI initiatives, including chatbot development and CRM integrations.
  • Partner with Engineering, Product, Legal, and Marketing to implement scalable and compliant customer experience solutions.
  • Build and manage dashboards to track key performance indicators and surface improvement opportunities.
  • Audit data regularly to maintain accuracy and support process decisions.
  • Lead vendor relationships and system implementation efforts.
  • Document system processes and updates to support training and onboarding.
  • Champion change management and support operations best practices.

Requirements

  • 5+ years of Zendesk administration and customer experience systems experience.
  • Strong knowledge of support automation tools such as Ada, Ultimate, and Zonka.
  • Proven experience implementing AI and chatbots.
  • Deep understanding of support KPIs and reporting, including CSAT, FRT, and ticket deflection.
  • Experience leading technical projects with cross-functional stakeholders.
  • Strong process optimization and systems thinking skills.
  • Ability to translate technical concepts for non-technical audiences.
  • Foundational SQL experience preferred, including running basic queries for reporting and insights.
  • Experience working with tools like Zendesk and Snowflake preferred.
  • Strong communication, documentation, and change management skills.

Benefits

  • Estimated salary range of $115,000 to $125,000 USD.
  • 90% employer-paid employee health and welfare premiums and 65% of dependent premiums.
  • 401(k) program with employer match.
  • 15 paid vacation days, increasing to 20 days on the 3rd anniversary.
  • 12 observed paid national holidays.
  • 9 sick days and 16 paid volunteer hours per year.
  • Flexible work culture with hybrid or fully remote options available for most positions.

Interested in this position?

Apply directly on the company website

Apply Now

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