Senior Manager, Customer Support Operations

Face Reality•San Ramon, CA

9h•Hybrid

About The Position

The Senior Manager, Customer Support Operations is the day-to-day operational owner of Face Reality’s Customer Support function, operating as a strategic partner within the broader Customer Success organization. This role is responsible for executing the Customer Support strategy, systems roadmap, and compliance frameworks established by the Director of Customer Success while independently leading daily operations, inbound volume management, capacity planning, system execution, and team performance. This role is designed to remove operational bottlenecks, increase decision efficiency, and ensure consistent, high-quality execution across all inbound support channels (including email, phone, and digital) as Face Reality scales. The Senior Manager operates with delegated authority and serves as a direct extension of the Director of Customer Success, enabling scale without executive involvement in day-to-day execution.This position is a Hybrid position working 8am-4:30pm out of our San Ramon office Tuesday - Thursday and remotely Mondays and Fridays. Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.

Requirements

7-10 years of progressive customer support experience.
Proven experience managing multi-channel inbound support at scale (email, phone, digital)
3–5+ years of people management experience or multiple functions
Experience managing metrics, budgets, and performance goals
Expertise in processes and systems with the ability to understand, document, and optimize workflows across multiple teams
Strong analytical and problem-solving skills, including the ability to research root causes, anticipate issues, and develop strategic solutions
Goal-oriented and outcome-driven, able to prioritize initiatives based on business impact rather than just presenting solutions
Self-directed institutional knowledge builder who proactively seeks understanding of systems, operations, and cross-functional dependencies
Experience partnering closely with senior leadership on execution and scaling
Comfortable making judgment calls in compliance-sensitive environments
Excellent communication, leadership, and cross-functional collaboration skills
Ability to operate autonomously while enabling leadership scale and supporting the Director as a strategic partner
Must be able to lift and carry objects weighing up to 25 pounds
Ability to stand, walk, and bend for extended periods
Excellent hand-eye coordination and manual dexterity
Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues
Must possess a valid driver’s license and have a clean driving record
Ability to perform repetitive tasks with accuracy and attention to detail
Must be able to communicate effectively in verbal and written form
Comfortable lifting, pushing, and pulling equipment and materials
Comfortable using a computer, keyboard, and mouse
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Responsibilities

Directly manage the Customer Support team and provide indirect operational oversight of the Customer Success team, ensuring alignment across all inbound queues and systems.
Own hiring, onboarding, coaching, performance management, and development plans
Provide leadership, guidance, and accountability across the Customer Support team
Foster a culture of ownership, continuous improvement, and operational excellence
Own day-to-day Customer Support operations across all inbound channels, including email, phone, and digital queues
Lead inbound volume forecasting, capacity planning, and workload distribution to maintain queue health and SLA performance
Monitor real-time inbound volume and system behavior across all queues
Serve as the primary decision-maker for operational support issues
Continuously evaluate processes, identify inefficiencies, and develop solutions grounded in research and data, not assumptions
Oversee major support projects and manage large scale organizational change
Represent at industry events and conferences
Maintain indirect operational oversight of the Customer Success team to ensure alignment across inbound queues and shared systems
Partner closely with the Director to support the Customer Success function and ensure operational continuity
Stay highly engaged in Success-related queues to identify risks, bottlenecks, or system impacts
Ensure consistent application of workflows, prioritization logic, and service standards across Support and Success
Seek to understand the “why” behind processes, systems, and workflows; surface insights that inform strategic decisions
Serve as a strategic operating partner to the Director across all aspects of the Customer Support and Success operating model
Translate strategy into executable plans, operating rhythms, and day-to-day workflows
Identify cross-functional dependencies and operational gaps that impact customer outcomes
Represent Support Operations in cross-functional planning and execution forums
Research and analyze root causes before proposing solutions; balance short-term fixes with long-term system improvements
Proactively track trends, KPIs, and operational patterns to anticipate issues and recommend goal-oriented strategies
Own day-to-day configuration, optimization, and adoption of Customer Support systems and tools
Ensure system behavior supports both Support and Success workflows effectively
Lead feature testing, rollout, and iteration within the approved systems roadmap
Partner with cross-functional teams to implement system enhancements and integrations
Develop deep institutional knowledge of systems and tools to troubleshoot, improve processes, and coach the team effectively
Design and deliver onboarding and ongoing training for Customer Support roles
Support enablement and readiness efforts for Customer Success teams as needed
Own SOP creation, maintenance, and enforcement across Support workflows
Ensure Support and Success readiness for launches, policy changes, and system updates
Constantly evaluate and improve training and documentation to capture institutional knowledge and best practices
Act as the first-line owner for customer and Acne Expert escalations within Customer Support
Support escalation resolution impacting Customer Success queues as needed
Make compliance-related decisions within established guidelines
Escalate precedent-setting or high-risk issues in partnership with the Director
Approach escalations analytically: research underlying causes, develop solutions, and implement learnings into process improvements
Own weekly and monthly Customer Support performance reporting
Provide operational insights related to inbound volume, queue health, and capacity utilization across Support and Success
Identify trends, risks, and improvement opportunities across people, process, and systems
Drive continuous improvement initiatives and surface recommendations to the Director
Actively seek institutional knowledge, investigate patterns, and propose data-informed initiatives that align with organizational goals