Senior Manager, Customer Support Operations

First 30 Days:

• Get hands-on with the support queue and start resolving real cases, including compliance-driven flows.
• Learn the product and underlying compliance requirements deeply to diagnose issues independently.
• Audit existing documentation, ticket taxonomy, and resolution paths, then form a scaling recommendation.

By 90 Days:

• Own support outcomes end-to-end: SLAs, resolution quality, and escalation judgment run through you.
• Build and maintain a living knowledge base and case-handling documentation grounded in real cases.
• Establish operating rhythm and actively hire first team member or onboard BPO partner.

By 180 Days:

• Run the team or partnership you built while staying hands-on to maintain quality.
• Build a repeatable onboarding playbook for extending support to new partnerships.
• Close the loop with product and engineering via structured feedback from tickets.