Senior Manager, Customer Support (Customer Experience & Support Operations)

Socket.dev; Dallas (TX); On-site; USD 162,000 - 287,000; Full time

Job summary

Aurora is seeking a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team on the front line of every customer interaction. Reporting to the Head of Support, you will build, hire, and lead the largest team in the support organization for B2B customers, ensuring fast, high-quality, customer-first support at scale.

You will own the operating plan, define standards, and drive KPIs across channels while working closely with Tier 2, Analytics, and Product teams in

Qualifications

• 8+ years in customer support or contact center operations, including 4+ years leading teams (ideally managing managers).
• Proven experience building and scaling a frontline support organization: hiring, workforce planning, quality management, and standing up processes in a high-growth or ambiguous environment.
• Deep fluency in support operations metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms (e.g., Salesforce).
• Hands-on experience deploying self-service and/or AI-assisted support with strong attention to guardrails and evaluation.
• Data-savvy: comfortable defining KPIs, running your own analyses, and partnering with analytics teams to drive decisions.
• Excellent written and verbal communication, strong cross-functional stakeholder management.
• Ability to work through ambiguity in a fast-paced environment.
• Due to 24/7 nature of support operation, occasional night/weekend/holiday availability and on-site travel.

Responsibilities

• Build and develop a customer-obsessed team culture on the frontline of support (Tier 1) and scale capacity as Aurora expands.
• Define and steward customer-centric standards: tone of voice, case management, omnichannel experience, and CRM setup.
• Own operating plan for frontline support: headcount, capacity, budget; align with leadership as the organization scales.
• Deliver excellent support across channels (phone, email, chat) meeting CSAT, SLAs, first-contact resolution, and handle time targets.
• Establish workforce planning, QA, coaching, and enablement mechanisms for growing volume.
• Use data to monitor KPIs, run analyses, and partner with analytics to forecast demand and staffing decisions.
• Help design self-service and AI-assisted support with guardrails and integration with Aurora systems.
• Partner with Tier 2 to ensure proper escalations and feedback into knowledge/tools.
• Collaborate with Voice of the Customer to surface recurring pain points and influence improvements.
• Present progress and risks to senior leadership; advise on organizational design and cross-functional priorities.

Skills

Customer support operations

Team leadership

CRM platforms (Salesforce)

Self-service / AI-assisted support

Data-driven decision making

Stakeholder management

Written and verbal communication

Travel on-site when needed

Tools

Salesforce

Job description

Who we are

Aurora’s mission is to deliver the benefits of self-driving technology safely, quickly, and broadly.

The Aurora Driver will create a new era in mobility and logistics, one that will bring a safer, more efficient, and more accessible future to everyone.

At Aurora, you will tackle massively complex problems alongside other passionate, intelligent individuals, growing as an expert while expanding your knowledge. For the latest news from Aurora, visit aurora.tech or follow us on LinkedIn.

What we are looking for

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We’re searching for a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team on the front line of every customer interaction. Reporting to the Head of Support, you'll build, hire, and lead the largest team in the support organization. You will own how Aurora delivers a fast, high-quality, customer-first support experience at scale to our B2B customers (carriers, fleets) who depend on driverless freight running reliably.

In this role, you will

• Build and develop a customer-obsessed team culture. Hire and lead the frontline customer support team (Tier 1), including team leads and/or managers, scaling capacity and capability as Aurora expands commercial driverless operations.
• Define and steward Aurora's customer-centricity standards: tone of voice, case management practices, the omnichannel experience, and CRM setup and ongoing evolution.
• Own the operating plan for frontline support: headcount, capacity, and budget. Align resourcing and priorities with Support leadership as the organization scales.
• Manage the team to deliver excellent customer support across channels (phone, email, chat), consistently meeting experience, quality, and efficiency targets at scale (CSAT, response and resolution SLAs, first-contact resolution, handle time).
• Establish the workforce planning, quality assurance, coaching, and enablement mechanisms needed to deliver consistent, high-quality support as volume grows.
• Use data to run the operation: define and monitor operational KPIs, drive your own analyses, and partner with analytics teams to forecast demand and inform staffing and process decisions.
• Help design and continuously improve self-service and AI-assisted support, including guardrails, validation, and ongoing evaluation of automated resolutions integrated with Aurora's systems.
• Partner closely with the Tier 2 team, ensuring your team accurately escalates issues, learns and continuously absorbs new issue types from Tier 2 to Tier 1, and provides feedback on the knowledge and tooling.
• Partner closely with the Voice of the Customer team to surface recurring customer pain points.
• Present on progress towards customer-centricity and frontline support performance to senior and executive leadership. Surface risks and trade-offs, advise on organizational design and service-level decisions, and align cross-functional partners on shared priorities.

Required Qualifications

• 8+ years in customer support or contact center operations, including 4+ years leading teams (ideally managing managers).
• Proven experience building and scaling a frontline support organization: hiring, workforce planning, quality management, and standing up processes in a high-growth or ambiguous environment.
• Deep fluency in support operations metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms (e.g., Salesforce).
• Hands-on experience deploying self-service and/or AI-assisted support with strong attention to guardrails and evaluation.
• Data-savvy: comfortable defining KPIs, running your own analyses, and partnering with analytics teams to drive decisions.
• Excellent written and verbal communication, strong cross-functional stakeholder management.
• Ability to work through ambiguity in a fast-paced environment.
• Due to 24/7 nature of support operation, the candidate should be flexible to occasional night/weekend/holiday availability when needed and ready to travel to spend time on-site with the operations team.

Desirable Qualifications

• Experience supporting highly technical and safety-critical environments.
• Experience standing up and optimizing phone/voice support.
• Experience with CRM implementation and evolution.
• Experience partnering with Product and Engineering to improve the end-to-end customer experience.
• Experience managing B2B support.
• Experience in carrier / freight industry.

The base salary range for this position is $162,000-$287,000 per year. Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits.

Working at AuroraAt Aurora, we bring together extraordinarily talented and experienced people united by the strength of our values. We operate with integrity, set outrageous goals, and build a culture where we win together — all without any jerks.

We believe in-person work increases collaboration, empathy and our ability to lead effectively. As a result, we operate in a hybrid work environment where Aurorans are in office at least 3 days per week.

Our Careers page provides insight into what it is like to work at Aurora, and you can find all the latest updates in our Newsroom.

Our commitment to safety

At the core of everything we do is our commitment to safety. Building best-in-class self-driving technology will take time, and we believe that each employee at Aurora has a role in contributing to safety, every step of the way. Aurora expects commitment to our safety policies from every employee, and seeks candidates who take an active responsibility, can contribute to building an atmosphere of trust, and invest in the organization’s long-term success by prioritizing working safely, no matter what.

Our commitment to inclusion

Aurora considers candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law. Aurora considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].

For California applicants, information collected and processed as part of your application and any job applications you choose to submit is subject to Aurora’s California Employment Privacy Policy.