Support Operations Senior Manager (AI)

Location: Nashville, TN — Onsite

Company

Work focused on delivering a high-quality subscriber experience through customer support operations.

What you will do

• Lead, coach, and develop customer support agents, including hiring, onboarding, performance management, and career development.
• Manage staffing, scheduling, and capacity planning across support channels during launches, incidents, and demand peaks.
• Administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting.
• Build and optimize AI-enabled support tools and automated workflows to improve resolution efficiency and escalation accuracy.
• Oversee quality assurance, training, documentation, and customer-facing knowledge base content.
• Track service metrics, manage escalations and chargeback disputes, and partner with Product, Engineering, and vendors on operational improvements.

Requirements

• 5–7 years of customer support or support operations experience, including team leadership in a high-volume consumer subscription or eCommerce environment.
• Hands-on experience administering Zendesk, including configuration, triggers, automations, integrations, and custom reporting.
• Experience building and maintaining AI-enabled support tools and agentic workflows with measurable results.
• Strong knowledge of workforce planning, quality assurance, support performance metrics, reporting, and analytics.
• Demonstrated ability to lead and develop agents, manage daily operations, document technical issues, and collaborate across departments.
• Ability to handle confidential information, prioritize competing demands, and work effectively in a fast-paced environment with limited resources.

Nice to have

• Zendesk Support administrator certification.
• Familiarity with chargeback dispute processes and filing requirements.

Culture & Benefits

• Onsite work environment in Nashville, Tennessee.
• Equal employment opportunity and anti-discrimination policies.
• Employment eligibility verification through E-Verify and background checks for new hires.