Customer Success Operations Manager

Overview

We are hiring a Customer Success Operations Manager for a private equity company in the software industry. This is a full-time remote role for a US-based company. This role is ideal for someone who thrives in data-driven environments, excels at building scalable customer support systems, and enjoys improving customer experience through analytics, automation, and process optimization.

Responsibilities

• Deploy and configure Intercom or Zendesk across portfolio companies, including migration from legacy systems
• Develop and maintain customer health dashboards tracking NPS, ticket volume, response times, resolution rates, and engagement metrics
• Ensure ticket hygiene through proper categorization, tagging, and routing of support requests
• Analyze ticket data to identify recurring issues, feature requests, and improvement opportunities for GMs and product teams
• Build standardized reporting for visibility into suppo...