[Remote] Support and Services Operations Manager

Note: The job is a remote job and is open to candidates in USA. Temporal Technologies is an innovative company focused on simplifying code and enhancing developer experiences through open-source tools. The Support and Services Operations Manager will build scalable processes and systems to improve customer support experiences while ensuring operational excellence during the transition to a new support platform.ResponsibilitiesDesign and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loopsDevelop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issuesPartner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems to provide unified visibility into customer interactions and consumption blockersPartner with Product and Data Analytics to identify patterns in support requests that signal opportunities for product improvements or proactive enablementOptimize support capacity planning by analyzing ticket drivers, volumes, and patterns to forecast staffing needsCollaborate cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growthEstablish quality assurance and feedback programs to ensure consistency and continuous improvement across support interactionsAct as the internal SME for support tools and automations, managing configurations, user permissions, and change requestsAs 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 customer success and revenue growthBuild utilization, margin, and attach-rate models across Support, Services, and TAMSupport incentive model design and exec-level reporting for post-sales performanceMaintain accurate customer and partner records in Salesforce and integrated tools, ensuring data integrity for reporting and decision-makingDocument processes and maintain clear SOPs for both functionsManage operational workflows for high-tier customer benefits such as managed Slack channels and other entitlementsMonitor and track support SLAs, case resolution, and customer satisfaction metricsSkillsAble to manage structured processes across multiple functions without losing accuracy or timelinessExperience with Salesforce and customer support platforms (Zendesk, Pylon)Comfortable creating and interpreting reports to track performance and identify improvement areasAble to work with technical, operational, and relationship-focused stakeholdersCapable of managing priorities across different teams while maintaining service qualityHigh accuracy in data entry, entitlement tracking, and process documentationHigh data fluency with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systemsBenefitsThis role is eligible to participate in Temporal's equity planUnlimited PTO, 12 Holidays + 2 Floating Holidays100% Premiums Coverage for Medical, Dental, and VisionAD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)Empower 401K PlanAdditional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.comTemporal offers perks to all international employees for learning & career development, a lifestyle spending account, in-home office setup (in addition to company-issued hardware), professional memberships, work-from-home meals, and access to the Calm app for mental wellnessOccasional 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 addition to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you)$74 / Month Reimbursement for InternetCalm App Subscription for Mental Health & WellnessCompany OverviewTemporal Technologies is an open-source platform that simplifies building and managing complex, long-running workflows and microservices. It was founded in 2019, and is headquartered in Bellevue, Washington, USA, with a workforce of 201-500 employees. Its website is https://temporal.io.