[Remote] Support and Services Operations Manager

Note: The job is a remote job and is open to candidates in USA. Temporal Technologies is an innovative company focused on simplifying code and enhancing developer experiences through open-source tools. The Support and Services Operations Manager will build scalable processes and systems to improve customer support experiences while ensuring operational excellence during the transition to a new support platform.

Responsibilities

• Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops
• Develop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issues
• Partner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems to provide unified visibility into customer interactions and consumption blockers
• Partner with Product and Data Analytics to identify patterns in support requests that signal opportunities for product improvements or proactive enablement
• Optimize support capacity planning by analyzing ticket drivers, volumes, and patterns to forecast staffing needs
• Collaborate cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth
• Establish quality assurance and feedback programs to ensure consistency and continuous improvement across support interactions
• Act as the internal SME for support tools and automations, managing configurations, user permissions, and change requests
• As Temporal scales, you’ll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth
• Build utilization, margin, and attach-rate models across Support, Services, and TAM
• Support incentive model design and exec-level reporting for post-sales performance
• Maintain accurate customer and partner records in Salesforce and integrated tools, ensuring data integrity for reporting and decision-making
• Document processes and maintain clear SOPs for both functions
• Manage operational workflows for high-tier customer benefits such as managed Slack channels and other entitlements
• Monitor and track support SLAs, case resolution, and customer satisfaction metrics

Skills

• Able to manage structured processes across multiple functions without losing accuracy or timeliness
• Experience with Salesforce and customer support platforms (Zendesk, Pylon)
• Comfortable creating and interpreting reports to track performance and identify improvement areas
• Able to work with technical, operational, and relationship-focused stakeholders
• Capable of managing priorities across different teams while maintaining service quality
• High accuracy in data entry, entitlement tracking, and process documentation
• High data fluency with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systems

Benefits

• This role is eligible to participate in Temporal's equity plan
• Unlimited PTO, 12 Holidays + 2 Floating Holidays
• 100% Premiums Coverage for Medical, Dental, and Vision
• AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
• Empower 401K Plan
• Additional Perks for Learning & Development, Lifestyle Spending, In-Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!
• Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com
• Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, in-home office setup (in addition to company-issued hardware), professional memberships, work-from-home meals, and access to the Calm app for mental wellness
• Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together
• $3,600 / Year Work from Home Meals
• $1,800 / Year Professional Enrichment (Career Development & Professional Memberships)
• $1,200 / Year Lifestyle Spending Account
• $1,000 / Year In-Home Office Setup (In addition to Temporal issued equipment - laptop, monitor, keyboard, mouse, trackpad, and extension power cable at no cost to you)
• $74 / Month Reimbursement for Internet
• Calm App Subscription for Mental Health & Wellness

Company Overview