Manager, Support Operations

2 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Model N

Model N

Model N provides cloud-based revenue management software solutions specifically designed for the high technology and life sciences industries, enabling businesses to optimize their revenue processes and enhance their financial performance.

Professional Services
251-1K
Founded 1999

Description

  • Define and evolve a support operations roadmap aligned with company priorities and customer experience goals.
  • Establish operating cadences for weekly reviews, performance tracking, and issue escalation visibility.
  • Own and optimize Salesforce Service Cloud as the core support platform.
  • Partner on the implementation of AI-supported tools for knowledge generation and chat-based intake.
  • Design and refine case lifecycle, fields, taxonomy, and routing to match real support workflows.
  • Improve case intake, categorization, and routing to better align with product areas and team expertise.
  • Build reporting and metrics that show support demand, backlog, trends, and recurring pain points.
  • Translate support activity into actionable insights for Product and Engineering.
  • Develop documentation, playbooks, and process improvements that support consistent execution.
  • Build, develop, and lead a high-performing Support Operations team and partner cross-functionally to improve visibility and effectiveness.

Requirements

  • 8–10 years of experience in Support Operations, Technical Support, or related roles in a B2B or complex product environment.
  • Experience building, leading, and developing high-performing teams, including hiring, coaching, and capability development.
  • Experience working closely with technical support or support engineering teams.
  • Ability to align team priorities, roles, and capacity to evolving business needs.
  • Demonstrated ability to build structure, reporting, and processes in environments with incomplete or evolving data.
  • Interest in applying emerging technologies, including AI, to support workflows and knowledge management.
  • Hands-on experience with Salesforce Service Cloud, including configuration, workflows, and reporting.
  • Experience with Forethought or Agentforce.
  • Strong analytical skills with the ability to turn ambiguous data into clear insights and recommendations.
  • Ability to operate both strategically and tactically.
  • Some travel may be required for company meetings and industry events.

Benefits

  • Base salary of $145,000–$195,000.
  • Unlimited PTO for salaried employees.
  • Comprehensive medical, dental, and vision coverage.
  • Health Savings and Flexible Spending Accounts.
  • 401(k) with company match.
  • Volunteer Time Off (VTO).
  • Life and pet insurance.
  • Employee Assistance and Mental Health Programs.
  • Professional coaching and career development.

Interested in this position?

Apply directly on the company website

Apply Now

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