Support and Services Operations Manager

🕒 il y a 6 jours

🇺🇸 États-Unis – Télétravail

💵 $176 000 - $220 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

⚙️ Opérations

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Temporal Technologies

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

☁️ SaaS

💰 €75 000 000 Series B en 2023-02

Software • SaaS • Cloud Computing

Temporal Technologies est une entreprise qui fournit une plateforme pour l'exécution durable, aidant les développeurs à créer des applications résilientes en gérant les défaillances, les pannes de réseau et les processus de longue durée. Leur technologie abstrait la complexité de la construction de systèmes distribués évolutifs, permettant aux développeurs de se concentrer sur la livraison de systèmes fiables plus rapidement. Temporal simplifie le code en éliminant la logique de récupération, les rappels et les minuteries, rendant ainsi les logiciels plus durables et tolérants aux pannes. La plateforme prend en charge une large gamme d'applications, allant du traitement des transactions à l'IA appliquée, et est appréciée par les développeurs pour sa facilité d'utilisation et sa fiabilité. Temporal est open-source et propose des services cloud autogérés ainsi que gérés dans plusieurs régions, permettant le développement d'applications serverless et évolutives.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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!