Customer Experience Operations Manager

Swooped; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

A leading company in online community platforms is seeking a Customer Experience Operations Manager. This fully remote role involves optimizing support systems and leveraging data-driven insights to enhance customer satisfaction. Ideal candidates are analytical, adept at cross-functional collaboration, and proficient in tools like Zendesk and Excel.

Benefits

35 days of PTO annually

Paid sabbatical after 5 years

100% medical coverage for employees and families

Home office stipend

Learning and development stipend

Company retreats twice a year

Qualifications

• 3+ years in support operations, preferably in SaaS.
• Strong proficiency in data management and analytics.
• Excellent communication skills in async environments.

Responsibilities

• Collaborate with data teams to ensure reliable support data.
• Lead operations of AI-powered support tools.
• Identify opportunities to optimize the customer experience.

Skills

Analytical skills

Systems-oriented thinking

Cross-functional collaboration

Education

Experience in support operations at a high-growth SaaS company

Proficiency in English at CEFR Level C2

Familiarity with BI tools such as Looker, Tableau

Tools

Zendesk

Excel

Google Sheets

Job description

3 days ago Be among the first 25 applicants

Our client is building the world’s leading all-in-one platform for online communities. They make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

They’re proud to be a fully remote company of around 180 (and growing!) team members from 30+ countries around the world. They seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. They don't track hours, but they do manage for high expectations very closely. They collaborate across time zones, are highly async, and like to document a lot.

Twice a year, they bring the whole company together in beautiful places around the world for their company offsites. So far, they’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

About the role

As the company grows, so does the complexity of supporting a global, diverse customer base. The company is looking for a strategic, data-driven Customer Experience Operations Manager to help them scale their support systems, streamline their workflows, and lead initiatives that empower their team to deliver fast, personal, and effective service at scale. This role will report into the Revenue Operations organization, while working closely with the Customer Experience (CX) team to drive data, systems, and strategy.

This is a unique opportunity for someone who loves systems, thrives on collaboration, and wants to be at the center of transforming how the company supports thousands of customers around the world.

What you'll be doing

1. Data and Forecasting

• Collaborate with the Data team to ensure that all workflows, operations, etc. in the CX space produces clean, reliable data for use in advanced analyses, customer segmentation and strategic decision making
• Build and maintain dashboards and reports that monitor support performance, customer trends, and contact drivers
• Own and continuously improve support forecasting and capacity planning in partnership with Support Leadership
• Leverage advanced spreadsheet skills (Excel or Google Sheets) to drive analytical projects, in close collaboration with RevOps and Data teams

2. Systems, Tools, and AI

• Lead the strategy and operations of AI-powered support tools, including training, testing, and iteration
• Serve as the primary Zendesk administrator for a multi-tiered and multi-channel environment: manage workflows, routing, views, triggers, integrations, system maintenance and automations
• Identify and implement scalable automations that reduce manual tasks and improve team efficiency
• Partner with engineering and external vendors to enhance internal tooling (e.g., Zendesk apps, custom integrations)

3. CX Funnel Optimization Support

• Collaborate with CX leadership to identify data-driven opportunities across the entire support funnel, from the knowledge base to agent-assisted channels
• Support tooling and system enhancements that increase funnel efficiency, reduce contact rates, and improve the customer experience
• Help ensure visibility and clarity into support funnel performance through real-time metrics, tracking, and structured reporting
• Partner on bug triage systems and support channel operations (bot, chat, email, escalation flows), with a focus on continuous improvement

What you'll need to be successful

• Strong alignment with the company's values, check the hiring company's career page if you haven’t read up on them yet
• You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
• 3+ years of experience in support operations at a high-growth SaaS company, ideally one that has scaled past 100mil ARR --You know how to build from 0-1, then scale from 1-100
• Deep expertise with Zendesk (views, triggers, SLAs, analytics)
• Strong in Excel/Google Sheets: advanced formulas, pivot tables, data manipulation
• Proven ability to lead cross-functional initiatives and work with multiple stakeholders
• You are analytical and systems-oriented: you solve root issues, not just symptoms
• Excellent written and verbal communication skills, comfortable in async-first teams
• You're on the leading edge of AI best practices, with hands-on experience adopting and integrating AI-based systems and solutions.
• You're proactive and organized, with a bias toward action and clarity
• You have experience working within or alongside a Revenue Operations or Data team
• Familiarity with BI tools such as Looker, Metabase, Tableau, PowerBI etc.
• Hands-on experience with implementing AI chat tools or workflow automation (e.g., Forethought)
• Background supporting global, distributed teams in fast-paced SaaS environments
• You’re familiar with SQL, or at least have a desire and aptitude to learn it

Salary Range

$100,000 - $120,000 USD per year

The fun stuff

• Fully remote: work from anywhere in the world!
• Autonomy and trust to do your job: they care about outcomes over everything else.
• Paid time away: all employees are given 35 days of PTO annually. They also offer a paid sabbatical after 5 years.
• Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*
• Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*
• Parental leave for parents expanding their family, or just starting one.
• Home office stipend to help you get up and running.
• Learning & development stipend to help you level up your professional skills.
• Annual bonus potential for roles that don't already receive variable income or commission.
• Company retreats: Twice a year, the team gets together for a fully paid company retreat in incredible places around the world! They’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.
• Check out the hiring company's Careers page for more.

How the Hiring Company Uses Candidate Data

Our client is committed to protecting your personal information. As a job applicant, the personal data you provide is collected and processed in accordance with the General Data Protection Regulation (GDPR) in the EU and the California Consumer Privacy Act (CCPA). This notice outlines the types of personal information collected, the purpose for collecting it, and your rights.

Information Collected: The following categories of personal information are collected from job applicants:

• Contact information (such as name, email address, phone number)
• Employment history and qualifications
• Education history
• References and any other information you choose to share during the application process

Purpose of Collection: This information is collected for the following purposes:

• To assess your qualifications and suitability for the position
• To communicate with you during the recruitment process
• To comply with legal and regulatory obligations

Your Rights Under GDPR and CCPA: You have the following rights regarding your personal information:

• The right to request access to the personal information held about you.
• The right to request the deletion of your personal information, subject to certain legal exceptions.
• The right to opt out of the sale of your personal information (Note: Personal information is not sold).

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and Business Development

• Industries

  Computer and Network Security and Technology, Information and Media

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