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Temporal Technologies logo
Temporal Technologies

Build invincible apps.

Support and Services Operations Manager

OperationsOperationsFull TimeRemoteSeniorTeam 51-200Since 2018H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

40 days ago

Salary

$176K - $220K / year

Seniority

Senior

Job Description

Support and Services Operations Manager

Temporal Technologies

• 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.

Job Requirements

  • 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

  • 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!

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