Senior Support Operations Manager

Senior Support Operations Manager – Remote (Canada, Europe, USA)

Cloudbeds is seeking a senior-level Senior Support Operations Manager to join its globally distributed team of approximately 650 people across more than 40 countries. This fully remote management position offers a salary range of $140,000 to $180,000+ USD per year, determined by experience. In this role, you will focus on the technical systems and infrastructure behind customer support rather than direct ticket handling, driving operational efficiency for software used by hotels and hotel groups worldwide.

Core Responsibilities

• Own Zendesk end-to-end, managing routing, queues, triggers, automations, SLAs, and escalation paths.
• Drive AI-driven support capabilities, including self-service, chatbots, and auto-triage in partnership with Engineering and Product.
• Build leadership dashboards and KPI reporting to track handle time, ticket volume, resolution rates, and staffing efficiency.
• Develop forecasting models to help leadership manage capacity, seasonal spikes, and global schedules.
• Evaluate new support tools, map out workflows, and troubleshoot bottlenecks to support organizational scaling.

Requirements

• 5+ years of professional experience in Customer Operations, Support Operations, Business Systems, Revenue Operations, or a closely related field.
• Proven hands-on experience as a Zendesk admin, capable of building robust routing logic, automations, and SLAs under heavy load.
• Demonstrated success in building trusted leadership dashboards, driving cross-functional projects, and implementing process improvements at scale.
• Prior experience working successfully in a remote environment across multiple time zones.

Additional preferred background includes familiarity with AI support tools, SQL, Looker, Tableau, Power BI, SaaS environments, or hospitality technology. Specific educational credentials are not specified, and experience is evaluated based on the stated requirements.