Customer Support Insights Manager

About Our Client
At this organization, everyone is invited to be their whole self, and an environment is cultivated to make sure that is feasible throughout the entirety of an individual's time with the company. Commitment is made to providing competitive, valuable, and meaningful benefits and experiences for employees to ensure they are met where they are in life.

Cultivating a diverse, equitable, and inclusive culture where all people are invited and belong is a top priority.

Employees can participate in resource groups, and global programming and training are offered throughout the year to support a diverse and inclusive workplace.

The Team
Partnering daily with the Vendor Operations, Trust & Safety, and Service Design leadership teams, this role sits within the Customer Strategy & Operations team. This group is focused on driving global optimization, innovation, and growth through analytical insights and operational rigor, both at the strategic and tactical levels. Their work directly informs how the organization improves the customer experience, reduces friction, and enables long-term customer success and retention.

About The Role
The Customer Support Operations Manager will analyze support data, identify pain points, and lead cross-functional solutions to improve customer experience. This role suits an experienced support leader with operational expertise, proven influence on customer behavior, and a track record in managing support operations. The team focuses on delivering seamless, accessible, and tailored support as the customer base grows.

Key Responsibilities
Collaborate with Customer Support and business leaders to define and establish key performance metrics (KPIs) for customer experience and operational efficiency.
Analyze customer support data, conduct targeted case studies and deep dives, and continuously monitor performance metrics to proactively identify risks, recurring themes, trends, and systemic drivers of customer contact.
Provide actionable insights by translating complex data and trends into clear recommendations that inform process changes, product feedback, and self-service opportunities.
Build and maintain robust reporting cadences that provide comprehensive visibility into customer contact patterns, business impact, and emerging areas of concern.
Collaborate cross-functionally with Product, Engineering, CX leadership, and other stakeholders to prioritize and implement solutions that improve the customer experience.
Partner with business teams to monitor the impact of new initiatives and track long-term performance trends.
Maintain clear operational documentation and insight repositories to support consistent issue tracking and resolution management.

Key Qualifications
At least 5 years of experience in Customer Experience, Customer Operations, or Support Program Management roles.
Strong experience conducting trend analysis, case studies, and root cause investigations to better understand customer contact drivers.
Proven ability to translate operational insights into cross-functional initiatives that address systemic customer pain points.
Experience designing or managing customer-facing processes, with an understanding of how support journeys function at scale.
Strong analytical skills, with proficiency in Salesforce, Tableau, Excel, or similar reporting tools.
Excellent communication and stakeholder management skills, with the ability to translate complex data into clear business recommendations.
Comfortable working in a fast-paced environment with evolving priorities.
Curious, proactive, and solutions-oriented with a passion for improving the customer experience.

Education Requirement
Requires at least a BS/BA

Pay Transparency
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At this organization, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Eligibility to participate in incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions, may apply.

Salary Range
$102,600—$184,700 USD

Benefits
Comprehensive benefits and a wellness package above and beyond standard medical benefits are offered to support employees' lifestyles.

The organization's global benefit programs are designed to meet employees where they are by offering resources and support for their health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, family planning benefits, financial planning services, and other offerings to ease the mind and body.

Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
Show more Show less