Support Operations Manager

Ministry Brands; Northern (KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Robust healthcare options

Flexible paid time off

401(k) matching contributions

Paid parental leave

Mental health support

Professional development reimbursement

Nectar rewards program

Job summary

Ministry Brands is seeking a Manager, Support to lead a team delivering technical product support to clients and end users. You will manage daily workload, coach staff, and drive service levels while identifying opportunities to improve client satisfaction.

The role demands strong leadership, excellent communication, and experience with Salesforce, Zendesk, and Azure DevOps. Domestic travel up to 5% may be required; after hours coverage could be needed.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years of experience in a technical support environment.
• Proficient in Office 365 applications (Word, Excel, PowerPoint, Outlook).
• Experience with client support ticketing systems and phone systems (Zendesk, PureCloud).

Responsibilities

• Supervise a staff of client support specialists and manage daily workload.
• Coach Associates in regular one-on-ones and provide feedback.
• Contribute to a positive team culture focused on client experience.
• Assess and implement KPIs to optimize performance and experience.
• Support product documentation and training as SME or coordinate SMEs.
• Participate in hiring and performance evaluations.
• Collaborate with other managers to align processes across departments.

Skills

Leadership

Communication

Time management

Office 365

Zendesk

Salesforce

Azure DevOps

Attention to detail

Education

Bachelor’s degree or equivalent

Tools

Zendesk

PureCloud

Salesforce

Azure DevOps

Job description

Ministry Brands is seeking a Manager, Support to lead a team delivering technical product support to clients and end users. You will manage daily workload, coach staff, and drive service levels while identifying opportunities to improve client satisfaction.

The role demands strong leadership, excellent communication, and experience with Salesforce, Zendesk, and Azure DevOps. Domestic travel up to 5% may be required; after hours coverage could be needed.