Role Description As a Senior Support Operations Manager at Cloudbeds, you will own the operational backbone of our global support organization. This is not a traditional support management role - you won't be managing ticket queues day-to-day. Instead, you will design, implement, and continuously improve the systems, workflows, automation, reporting, AI tools, and infrastructure that empower our support teams to deliver world-class customer experiences at scale. - Own the administration and optimization of Zendesk and related support platforms. - Lead the implementation of AI-driven support capabilities. - Establish and own KPI reporting and executive dashboards. - Build and maintain forecasting models for support demand. - Map and optimize end-to-end support workflows. - Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations. - Evaluate and implement new support technologies. Qualifications - 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role. - Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform. - Strong experience designing and implementing operational processes. - Advanced analytical skills with the ability to build executive dashboards and own KPI frameworks. - Proven success leading large-scale process improvement and automation initiatives. - Exceptional project management, communication, and stakeholder influence skills. - Comfortable operating in a fast-growing, globally distributed, remote-first environment. Requirements - Experience implementing AI-powered customer success/support solutions. - SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI. - Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full Paid Parental Leave. - Home office stipend based on country of residency. - Professional development courses in Cloudbeds University. - Access to professional development, including manager training, upskilling, and knowledge transfer.

• Organize and operate various tools such as Google Drive, ClickUp, and Excel • Communicate with clients to request creative materials and evaluate them

• Conduct alignment meetings, support clients with system configuration, and guide solution deployment. • Act as a strategic support contact for clients, ensuring clarity, guidance, engagement, and continued use of the solutions. • Cross-reference data from multiple systems, such as CRM, chat, and internal platforms, to validate information, identify process gaps, and support decision-making. • Build objective, visual, data-driven reports, clearly separating metrics, facts, and interpretations. • Create, review, and maintain guides, tutorials, FAQs, explanatory videos, and other educational materials for clients. • Log activities, update statuses, organize deliverables, and maintain traceability of requests in tools like Jira, Trello, Asana, or similar. • Respond to questions, guide users, handle sensitive situations, and translate technical topics into simple, accessible language. • Keep files, records, materials, and documentation organized in tools such as Google Drive, Jira, and internal systems.

• Monitor and support provider adherence to schedules, workflows, and operational expectations. • Provide operational coverage during assigned evening and weekend hours (CST) to support provider availability and continuity of care. • Maintain real-time visibility into provider availability and escalate coverage gaps or operational issues as needed. • Serve as a primary operational point of contact for providers regarding workflows, processes, and expectations. • Address provider questions or concerns in a timely, professional, and supportive manner. • Track and support reporting on key operational and performance indicators (KPIs). • Identify workflow bottlenecks, inefficiencies, or recurring provider challenges and escalate recommendations as appropriate. • Support day-to-day provider operations by reinforcing operational standards and ensuring consistency across programs. • Collaborate with Workforce Management to help align provider schedules with patient demand and service goals. • Work closely with Quality Assurance, Patient Experience, Clinical Leadership, and IT teams to resolve operational issues impacting providers. • Maintain accurate documentation of provider communications, escalations, and resolution outcomes. • Participate in scheduled OpenLoop holiday coverage to ensure uninterrupted provider support. • Other duties as assigned.