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Support and Services Operations Manager

1 month, 2 weeks ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
GCP Salesforce SQL
Apply Now
Temporal

Temporal

Temporal provides an open source durable execution platform that enables developers to create resilient applications capable of maintaining successful operations despite failures, network issues, and other disruptions.

Internet Software & Services
51-250
Founded 2019
$128M raised
View All Jobs 16

Description

  • Design and document scalable support processes for ticket routing, SLAs, escalation paths, and customer feedback loops.
  • Develop analytics and dashboards to track customer health, case volume trends, response times, activation, and support issues impacting consumption.
  • Partner with GTM Systems to integrate Pylon data with Salesforce, Slack, and other systems for unified visibility into customer interactions and blockers.
  • Work with Product and Data Analytics to identify support request patterns that point to product improvements or proactive enablement opportunities.
  • Optimize support capacity planning by analyzing ticket drivers, volumes, and trends to forecast staffing needs.
  • Collaborate with Finance and RevOps to connect support performance to retention, expansion, and consumption growth.
  • Establish quality assurance and feedback programs to improve consistency across support interactions.
  • Serve as the internal SME for support tools and automations, including configurations, user permissions, and change requests.
  • Build utilization, margin, and attach-rate models across Support, Services, and TAM, and support incentive model design and exec reporting.
  • Maintain accurate customer and partner records in Salesforce and integrated tools, and document SOPs for support and services workflows.

Requirements

  • Experience managing structured processes across multiple functions with accuracy and timeliness.
  • Experience with Salesforce and customer support platforms such as Zendesk or Pylon.
  • Ability to create and interpret reports to track performance and identify improvement areas.
  • Ability to work effectively with technical, operational, and relationship-focused stakeholders.
  • Ability to manage competing priorities across different teams while maintaining service quality.
  • High accuracy in data entry, entitlement tracking, and process documentation.
  • Hands-on experience with SQL and BigQuery for analysis, dashboards, and data accuracy.
  • Experience with support operations, customer success operations, or post-sales operations is preferred.
  • Experience supporting migrations between support platforms or similar systems is preferred.
  • Comfort with working in a globally distributed, collaborative team and occasional travel as needed.

Benefits

  • Estimated salary range of $176,000-$220,000.
  • Eligibility to participate in Temporal's equity plan.
  • Unlimited PTO, plus 12 holidays and 2 floating holidays for U.S. employees.
  • 100% employer-paid medical, dental, and vision premiums for U.S. employees.
  • AD&D, short-term disability, long-term disability, and life insurance coverage, with supplemental options available.
  • 401(k) plan.
  • Learning and development support, including professional memberships and career development funding.
  • Lifestyle spending account, home office setup support, internet reimbursement, work-from-home meals, and Calm app access for mental wellness.

Interested in this position?

Apply directly on the company website

Apply Now

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