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workforce management ai sla management self-service support operations📋 Description
- Lead and develop a team of 8+ Technical Support Specialists.
- Align working hours to Pacific Time, reporting to the Director.
- Own 1-2 AI or automation initiatives per half, measure impact.
- Ensure queue health, SLA adherence, and proactive support programs.
- Collaborate cross-functionally to represent customer needs.
- Foster an inclusive, high-trust team culture with DIBE practices.
🎯 Requirements
- 6-8+ years leading customer support in SaaS/tech.
- Experience mentoring other managers is a plus.
- Built with AI: applied AI to ops or customer experience.
- Link support ops to ARR, retention, and cost efficiency.
- Decisive, action-oriented leader.
- Deep fluency in WFM, capacity planning, SLA, queue health.
🎁 Benefits
- All-remote company with time aligned to PST.
- Remote-friendly culture and Zapier values.
- Diversity and inclusivity resources.
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