Support Operations Manager

Job description

ClickHouse is actively seeking a Support Operations Manager to join our rapidly expanding team. In this critical role, you will become an integral part of our organization, collaborating closely across support services and software engineering teams to drive efficiency and streamline processes within the dynamic and rapidly growing cloud services market. The Support Operations Manager assumes a pivotal position in the orchestration and optimization of our support services processes. Their responsibilities encompass ensuring seamless interdepartmental collaboration and providing data-driven insights to inform strategic decisions.

What you will do:
• Be a thought leader in the support tooling space with a clear point of view on how new AI tools can help boost productivity
• Implement and maintain support tooling with demonstrated excellence in implementing Salesforce Service Cloud for automation and scale of Support functions
• Partner with VP Support Services to identify areas for process efficiency, develop subsequent business requirements, lead tool implementation efforts directly and in partnership with greater Operations’ team
• Partner with greater Operations and relevant Engineering teams (e.g., Control Plane) to troubleshoot and resolve bugs in current support processes
• Partner with broader Operations’ team leads (Sales Ops, Business Systems) to ensure that any process changes, automation designs or tool selections fit the overall GTM design
• Perform data hygiene checks of all Salesforce and Support Cloud Console and Learning data working with team to remedy where necessary
• Own all Support Services and Learning data analytics and hygiene, e.g., ensure data flows from relevant systems into Salesforce as the source of truth and ClickHouse’s data warehouse; develop meaningful reports, dashboards, and analysis using Salesforce, Excel, Superset, etc.
• Build and maintain our documentation on support policies and processes to help enforce compliance and data quality
• Partner with Support leaders to codify knowledge and establish a repeatable enablement program for new hires

What you bring:
• 5+ years of experience working in technology companies, start-up experience strongly preferred
• Past experience in a Support Ops or Support Engineer role or close working relationship with Support teams
• Current Salesforce Certified Admin or desire to become Salesforce Service Cloud certified
• Ability to define business requirements and translate them into technical requirements and prioritized roadmap
• Ability to execute and skillfully juggle multiple projects, stakeholders, and deadlines
• Strong organizational skills, with the ability to work independently as well as in a highly collaborative, team-based environment
• Systems thinking by accurately defining the problem and scope and applying creative solutions using process and technology
• Great communicator with the ability to understand complex concepts and speak to them concisely and effectively
• Knowledge and experience of support tools (e.g. Salesforce, Drift, Thena, MatrixLMS etc.)
• Experience in basic data analytics (e.g., SQL, Excel, Tableau, Superset)
• Technical experience to be able to do basic development and troubleshooting, e.g., integrations / API (e.g., Mulesoft, JSON, JS, Typescript, etc.)
• Experience working as a consultant or start up environment where you’ve seen how many different organizations operate