Support Operations Manager Job Description Template
Optimize support team workflows, reduce ticket resolution time, and build systems that let your support staff help customers faster. Own metrics, tooling, and process improvements that directly cut costs and lift customer satisfaction.
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Why hire a Support Operations Manager?
As support volume grows, SMBs realize reactive firefighting wastes time and money. You bring structure: ticket routing, SLA tracking, knowledge base automation, and team capacity planning that turns support from a cost center into a competitive advantage.
Support Operations Manager salary ranges
Approximate annual gross salary bands (Q2 2026). Always adjust for your city, seniority, and the candidate’s experience.
United States
$75,000 – $115,000
United Kingdom
£55,000 – £85,000
Eurozone
€65,000 – €100,000
Support Operations Manager responsibilities
- Design and implement ticket routing rules that reduce first-response time by 30%+ and lower handoff loops
- Build dashboards tracking resolution time, customer satisfaction, and support cost per ticket; flag and fix bottlenecks weekly
- Create runbooks and knowledge base articles that deflect 20%+ of inbound tickets to self-service
- Plan support team hiring, training, and scheduling to meet seasonal demand and keep utilization between 75–85%
- Audit and integrate support tools (helpdesk, CRM, chat, email) to eliminate data silos and duplicate entry work
- Conduct monthly feedback sessions with support staff and top customers to identify the top 3 process pain points and pilot fixes
Skills & requirements
Required
- 3+ years managing support operations, ticketing systems (Zendesk, Intercom, Freshdesk, or equivalent), or similar operational role
- Proficiency with SQL, spreadsheets, or BI tools (Tableau, Looker) to query and visualize support metrics
- Experience hiring and coaching 5+ person teams through process change
- Strong written communication: ability to document procedures and train non-technical staff
- Fluency in at least one automation platform (Zapier, Make, or native helpdesk workflows)
- Comfort with vendor evaluation and contract negotiation for tools and outsourcing
Nice to have
- Experience with customer data platforms or revenue intelligence tools (Stripe, Paddle integrations)
- Background in B2B SaaS support or high-volume e-commerce operations
- Basic project management certification (PMP, CSM, or equivalent)
Copy-ready Support Operations Manager job description
Support Operations Manager [Company name] · [City], [Country] · [On-site / Hybrid / Remote] $75,000 – $115,000 (US) · £55,000 – £85,000 (UK) · €65,000 – €100,000 (EU) — gross/year
Optimize support team workflows, reduce ticket resolution time, and build systems that let your support staff help customers faster. Own metrics, tooling, and process improvements that directly cut costs and lift customer satisfaction.
Why this role exists As support volume grows, SMBs realize reactive firefighting wastes time and money. You bring structure: ticket routing, SLA tracking, knowledge base automation, and team capacity planning that turns support from a cost center into a competitive advantage.
What you'll do
- Design and implement ticket routing rules that reduce first-response time by 30%+ and lower handoff loops
- Build dashboards tracking resolution time, customer satisfaction, and support cost per ticket; flag and fix bottlenecks weekly
- Create runbooks and knowledge base articles that deflect 20%+ of inbound tickets to self-service
- Plan support team hiring, training, and scheduling to meet seasonal demand and keep utilization between 75–85%
- Audit and integrate support tools (helpdesk, CRM, chat, email) to eliminate data silos and duplicate entry work
- Conduct monthly feedback sessions with support staff and top customers to identify the top 3 process pain points and pilot fixes
What you'll need
- 3+ years managing support operations, ticketing systems (Zendesk, Intercom, Freshdesk, or equivalent), or similar operational role
- Proficiency with SQL, spreadsheets, or BI tools (Tableau, Looker) to query and visualize support metrics
- Experience hiring and coaching 5+ person teams through process change
- Strong written communication: ability to document procedures and train non-technical staff
- Fluency in at least one automation platform (Zapier, Make, or native helpdesk workflows)
- Comfort with vendor evaluation and contract negotiation for tools and outsourcing
Nice to have
- Experience with customer data platforms or revenue intelligence tools (Stripe, Paddle integrations)
- Background in B2B SaaS support or high-volume e-commerce operations
- Basic project management certification (PMP, CSM, or equivalent)
What we offer
- Salary: [range, gross, with currency and time unit]
- [Equity / bonus / commission if applicable]
- [Health, PTO, learning budget, equipment — only what's real]
- [Work mode + flexibility]
About [Company] [2–3 sentences: stage, customers, traction. Keep it specific.]
Want it tailored to your company and country?
The free generator writes a country-aware, inclusive, salary-formatted version in 30 seconds — then ranks the applicants when they roll in.
Frequently asked
What does a Support Operations Manager do?
Optimize support team workflows, reduce ticket resolution time, and build systems that let your support staff help customers faster. Own metrics, tooling, and process improvements that directly cut costs and lift customer satisfaction. As support volume grows, SMBs realize reactive firefighting wastes time and money. You bring structure: ticket routing, SLA tracking, knowledge base automation, and team capacity planning that turns support from a cost center into a competitive advantage.
What should a Support Operations Manager job description include?
A strong Support Operations Manager job post has a one-line hook, why the role exists, 6 outcome-led responsibilities, a clear list of required skills, the salary range, and a country-specific compliance line. Use the copy-ready template above as a starting point.
How much does a Support Operations Manager earn?
Approximate annual gross bands (Q2 2026): $75,000 – $115,000 in the US, £55,000 – £85,000 in the UK, and €65,000 – €100,000 in the Eurozone. Adjust for city, seniority, and experience.
How do I write a Support Operations Manager job description fast?
Use Penroll's free job description generator — enter the title and country and it produces a complete, inclusive, salary-formatted Support Operations Manager post in about 30 seconds, no signup required.
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