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# Senior Manager, Support Operations

- **Company:** Age of Learning
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $115,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, SQL Databases, Snowflake, Data Analytics, Zendesk
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=19d2f05c46c4f7fa

## About the Role

* 5+ years of Zendesk administration and CX systems experience
 * Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka)
 * Proven track record of AI and chatbot implementation
 * Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection)
 * Experience leading technical projects with cross-functional stakeholders
 * Skilled in process optimization and systems thinking
 * Ability to translate technical concepts for non-technical audiences

 * Foundational SQL experience preferred, including running basic queries to support reporting and insights (e.g., working with tools like Zendesk and Snowflake)
 * Strong communication, documentation, and change management skills

## Description

The Senior Manager, Support Operations is responsible for leading the strategic development and continuous improvement of Age of Learning's customer support operations. This role oversees technical systems like Zendesk and AI tools, designs scalable workflows, drives cross-functional initiatives, and ensures support performance through data-driven decisions. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams., * Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs

 * Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction
 * Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
 * Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions
 * Build and manage dashboards to report on key performance indicators and identify opportunities for improvement
 * Audit data regularly to maintain accuracy and inform process decisions
 * Lead vendor relationships and system implementation efforts
 * Support training and onboarding by documenting system processes and updates
 * Champion change management and best practices in support operations


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