[Remote] Support and Services Operations Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an innovative company focused on simplifying code and enhancing developer experiences through reputed company-reputed company tools. The Support and Services Operations Manager will build scalable processes and systems to improve customer support experiences while ensuring operational reputed company during the transition to a new support platform.

Responsibilities

• Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops
• reputed company 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 reputed company, reputed company, and other GTM systems to reputed company reputed company 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 reputed company 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 reputed company 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 reputed company and reputed company growth
• Build utilization, margin, and attach-reputed company 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 reputed company and integrated tools, ensuring data reputed company 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 reputed company channels and other entitlements
• Monitor and track support SLAs, case resolution, and customer satisfaction metrics

Skills

• reputed company to manage structured processes across multiple functions without losing accuracy or timeliness
• Experience with reputed company and customer support platforms (reputed company, Pylon)
• Comfortable creating and interpreting reports to track performance and identify improvement areas
• reputed company 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 reputed company with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systems

Benefits

• This role is eligible to participate in Temporal's equity plan
• Unlimited PTO, 12 Holidays + 2 Floating Holidays
• 100% Premiums Coverage for Medical, Dental, and reputed company
• AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
• reputed company 401K Plan
• Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!
• Paid Time Off (PTO) and Benefits reputed company the United States vary by country, and are issued in partnership with reputed company
• Temporal offers perks to reputed company international employees for learning & career development, a lifestyle spending account, in-home office setup (in reputed company to company-issued hardware), professional memberships, work-from-home meals, and reputed company to the reputed company app for mental wellness
• Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together
• $3,600 / Year Work from Home Meals
• $1,800 / Year Professional Enrichment (Career Development & Professional Memberships)
• $1,200 / Year Lifestyle Spending Account
• $1,000 / Year In-Home Office Setup (In reputed company to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you)
• $74 / Month Reimbursement for Internet
• reputed company App Subscription for Mental Health & Wellness

Company Overview