Cloudbeds

4 weeks ago

Senior Support Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead the design, implementation, and continuous improvement of global support operations at Cloudbeds. You’ll shape Zendesk-based workflows, introduce AI-driven capabilities, build KPI dashboards, forecast demand, and drive end-to-end process improvements, partnering with Product, Engineering, CS, Data, and Revenue Operations to deliver scalable, data-informed customer experiences.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

Key Responsibilities

•Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency.
•Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering.
•Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership.
•Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks.
•Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes.

Pay and Benefits

Salary: USD 140,000 - 180,000 annually

Perks:Paid LeaveParental LeaveRemote WorkHome OfficeWellness StipendLearning Budget

Key Requirements

•5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role.
•Hands-on expertise administering Zendesk or equivalent enterprise support platform with scalable routing, workflows, automations, and SLAs.
•Strong experience designing and implementing operational processes to create efficient, repeatable workflows.
•Advanced analytical skills with the ability to build executive dashboards and KPI frameworks from support data.
•Proven track record leading large-scale process improvement and automation initiatives with effective project management and stakeholder influence.

Experience:5+ yearsHospitalitySaaS

Skills:Project managementCommunicationStakeholder influenceAnalyticalLeadership

Languages:English

Tech Stack:ZendeskAILookerTableauPower BISQL

Company Brief

Cloudbeds

Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn

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Cloudbeds

4 weeks ago

Senior Support Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

Key Responsibilities

•Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency.
•Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering.
•Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership.
•Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks.
•Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes.

Pay and Benefits

Salary: USD 140,000 - 180,000 annually

Perks:Paid LeaveParental LeaveRemote WorkHome OfficeWellness StipendLearning Budget

Key Requirements

•5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role.
•Hands-on expertise administering Zendesk or equivalent enterprise support platform with scalable routing, workflows, automations, and SLAs.
•Strong experience designing and implementing operational processes to create efficient, repeatable workflows.
•Advanced analytical skills with the ability to build executive dashboards and KPI frameworks from support data.
•Proven track record leading large-scale process improvement and automation initiatives with effective project management and stakeholder influence.

Experience:5+ yearsHospitalitySaaS

Skills:Project managementCommunicationStakeholder influenceAnalyticalLeadership

Languages:English

Tech Stack:ZendeskAILookerTableauPower BISQL

Company Brief

Cloudbeds

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn