Support and Services Operations Manager

🕒 Junho 5

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $176.000 - $220.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Temporal Technologies

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

☁️ SaaS

💰 $75.000.000 Series B em 2023-02

Software • SaaS • Cloud Computing

A Temporal Technologies é uma empresa que fornece uma plataforma para execução durável, ajudando desenvolvedores a criar aplicativos resilientes ao gerenciar falhas, interrupções de rede e processos de longa duração. Sua tecnologia abstrai a complexidade de construir sistemas distribuídos escaláveis, permitindo que os desenvolvedores se concentrem em entregar sistemas confiáveis mais rapidamente. A Temporal simplifica o código ao eliminar a lógica de recuperação, callbacks e temporizadores, tornando o software mais durável e tolerante a falhas. A plataforma suporta uma ampla variedade de aplicações, desde processamento de transações até IA aplicada, e é preferida pelos desenvolvedores por sua facilidade de uso e confiabilidade. A Temporal é open-source e oferece serviços em nuvem gerenciados e auto-hospedados em várias regiões, possibilitando o desenvolvimento de aplicativos escaláveis e sem servidor.

Descrição

• Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops. • Develop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issues. • Partner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems to provide unified visibility into customer interactions and consumption blockers. • Partner with Product and Data Analytics to identify patterns in support requests that signal opportunities for product improvements or proactive enablement. • Optimize support capacity planning by analyzing ticket drivers, volumes, and patterns to forecast staffing needs. • Collaborate cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth. • Establish quality assurance and feedback programs to ensure consistency and continuous improvement across support interactions. • Act as the internal SME for support tools and automations, managing configurations, user permissions, and change requests. • As Temporal scales, you’ll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth. • Build utilization, margin, and attach-rate models across Support, Services, and TAM. • Support incentive model design and exec-level reporting for post-sales performance. • Maintain accurate customer and partner records in Salesforce and integrated tools, ensuring data integrity for reporting and decision-making. • Document processes and maintain clear SOPs for both functions. • Manage operational workflows for high-tier customer benefits such as managed Slack channels and other entitlements. • Monitor and track support SLAs, case resolution, and customer satisfaction metrics.

🎯 Requisitos

• Able to manage structured processes across multiple functions without losing accuracy or timeliness. • Experience with Salesforce and customer support platforms (Zendesk, Pylon) • Comfortable creating and interpreting reports to track performance and identify improvement areas. • Able to work with technical, operational, and relationship-focused stakeholders • Capable of managing priorities across different teams while maintaining service quality. • High accuracy in data entry, entitlement tracking, and process documentation. • High data fluency with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systems.

🏖️ Benefícios

• Unlimited PTO, 12 Holidays + 2 Floating Holidays • 100% Premiums Coverage for Medical, Dental, and Vision • AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available) • Empower 401K Plan • Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!