# Senior Support Operations Manager Remote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md) +1 more, [Europe](https://jobicy.com/job-region/europe.md)Salary, yearly, USD 140,000 - 180,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted29 Jun 2026Apply before29 Jul 2026Experience level Senior Views / Applies 21 / 4 [About company](https://jobicy.com/company/cloudbeds.md) [Share](#share) About [Cloudbeds](https://jobicy.com/company/cloudbeds.md) One easy-to-use hospitality management suite that simplifies the working lives of hoteliers and hosts. * [Hospital & Health Care](https://jobicy.com/company-category/hospital-health-care.md) * 2012 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. Tailor Resume Check Job Fit Cover Letter ### Tailor my resume to this job Discover how to best rewrite and optimize your resume for this specific job. You'll receive personalized suggestions and detailed guidance to highlight your key strengths, effectively address the job requirements, and make your application more compelling to recruiters and hiring managers. After analyzing your resume, I can provide several recommendations to better position yourself for this role. Your background in software development shows strong technical skills, particularly in Java and Python development. However, for this Senior Backend Developer position, I notice there could be more emphasis on your experience with microservices architecture and cloud technologies, which are key requirements for this role. I recommend highlighting specific projects where you utilized these technologies and quantifying your achievements to demonstrate impact... Upgrade to Plus ### Am I a good fit for this job? Understand your compatibility with this specific job opportunity. Our detailed analysis will assess your resume against the role's requirements, providing insights into your potential fit, key skill alignments, and areas you might need to develop to be a strong candidate. After assessing your resume against the job requirements, here's a summary of your fit: 1. Overall Match: Moderate Fit (Approx. 65-70%). Your resume shows good alignment with several core responsibilities for the Project Manager role, especially your experience in agile methodologies and stakeholder communication. 2. Key Strengths: Your PMP certification and proven track record in delivering projects on time are strong assets for this position. 3. Potential Gap: The role specifies experience with 'XYZ specific software', which is not explicitly mentioned in your resume. If you have this experience, ensure it's highlighted. 4. Recommendation: Consider adding a quantifiable achievement related to budget management, as this is often a key metric for PM roles... Upgrade to Plus ### Cover Letter Assistant Need help writing a compelling cover letter? Our system can analyze this job and your resume to help you draft personalized paragraphs that highlight your strengths and impress hiring managers. Let me help you draft a strong opening... Dear Hiring Manager, I am writing to express my keen interest in the Senior Marketing Manager position. My background in developing data-driven marketing strategies and leading successful product launches, as detailed in my resume, directly aligns with your need for a candidate capable of enhancing brand visibility and driving market share growth. I am confident I can make a significant contribution to your team... Upgrade to Plus ### AI Summary Cloudbeds seeks a Senior Support Operations Manager to design and optimize the operational backbone of its global support organization. This role focuses on systems, workflows, automation, AI tools, and analytics rather than daily ticket management. Ideal candidates have deep Zendesk expertise, strong analytical skills, and a track record of building scalable processes. The position is fully remote and requires cross-functional collaboration to enhance customer experiences. Cloudbeds offers a competitive salary and the opportunity to work with a innovative hospitality technology platform. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This is a senior role requiring 5+ years of experience in support operations, advanced expertise in Zendesk, and the ability to design complex workflows and AI-driven solutions, making it highly difficult. ### Salary Analysis Median Highly Competitive USD160,000US Market USD120k – 200k 0 USD220k AI Insight The offered salary of $140,000-$180,000 is above the typical US market range for support operations managers, which is $120,000-$200,000. This reflects the seniority and specialized skills required, making it a competitive offer. ### Core Skills Required [Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md) [Support Operations](https://jobicy.com/jobs?search_keywords=Support+Operations.md) [Automation](https://jobicy.com/jobs?search_keywords=Automation.md) [AI Tools](https://jobicy.com/jobs?search_keywords=AI+Tools.md) [KPI Reporting](https://jobicy.com/jobs?search_keywords=KPI+Reporting.md) [Workflow Optimization](https://jobicy.com/jobs?search_keywords=Workflow+Optimization.md) [Workforce Planning](https://jobicy.com/jobs?search_keywords=Workforce+Planning.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Data Analysis](https://jobicy.com/jobs?search_keywords=Data+Analysis.md) [Customer Experience](https://jobicy.com/jobs?search_keywords=Customer+Experience.md) ### Cover Letter Sample I am excited to apply for the Senior Support Operations Manager position at Cloudbeds. With over 6 years of experience in support operations and deep expertise in Zendesk administration, I have a proven track record of designing scalable systems that enhance team efficiency and customer satisfaction. In my previous role, I led the implementation of AI-driven automation and workflow optimizations that reduced ticket resolution time by 30%. I am skilled in building KPI dashboards and forecasting models that enable data-driven decisions. I share Cloudbeds' commitment to transforming hospitality through technology and would be thrilled to contribute to your global team. Thank you for considering my application. Copy ### Sample Interview Questions Describe a time you redesigned a support workflow to improve efficiency. What metrics did you use to measure success?At my previous job, I redesigned the ticket routing logic in Zendesk to prioritize high-urgency issues. Success was measured by reduction in first response time (from 4 hours to 1 hour) and increase in customer satisfaction scores (from 85% to 92%).How would you approach implementing AI-driven support capabilities like chatbots or automation?I would start by analyzing common support queries and identifying high-volume, low-complexity issues suitable for automation. Then, I would partner with Product and Engineering to design a chatbot that handles initial triage, and set up triggers for automated responses. Pilot with a subset of tickets, monitor metrics, and iterate based on feedback.Can you give an example of a KPI dashboard you built for executive leadership?I created a dashboard in Tableau tracking ticket volume, handle time, resolution rate, and escalation trends. It included drill-down filters by product area and region, allowing execs to quickly identify bottlenecks. The dashboard was used in weekly reviews to align on resource allocation.How do you stay current with support technology trends?I subscribe to industry blogs, attend webinars like Zendesk Relate, and participate in online communities. I also test new features in sandbox environments and evaluate their potential impact before recommending adoption.Describe a time you used data to influence a product roadmap decision. What was the outcome?I analyzed ticket trends showing that a common UI issue caused 20% of support requests. I presented the data to Product, advocating for a fix. The UI was updated in the next sprint, reducing related tickets by 40% and improving user experience. What Makes Us Unique At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024 but we’re just getting started. How You’ll Make an Impact: 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. If you love turning operational complexity into elegant, scalable systems and using data to drive decisions that actually matter, this role was built for you. Our Customer Support Team: Our Customer Support organization is where operational rigor meets hospitality mission — a global, fully remote team that holds itself to the highest standard because we know what’s at stake for every property that depends on Cloudbeds. We move fast, build with intention, and genuinely care about the outcomes we deliver for our customers and for each other. If you thrive on making complex things simple, using data to drive change, and building systems that scale, you’ll feel right at home here. What You Bring to the Team: * Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency * Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering * Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership * Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks * Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes * Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations — surfacing recurring customer pain points, influencing roadmap priorities, and aligning customer-facing processes at scale * Evaluate and implement new support technologies — building a scalable operational foundation capable of supporting rapid global growth What Sets You Up for Success: * 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 — you know how to build routing logic, workflows, automations, and SLA frameworks that scale * Strong experience designing and implementing operational processes — you have a track record of turning broken or nonexistent systems into efficient, repeatable workflows * Advanced analytical skills with the ability to build executive dashboards, own KPI frameworks, and translate support data into business decisions * Proven success leading large-scale process improvement and automation initiatives — you know how to identify leverage and execute against it * Exceptional project management, communication, and stakeholder influence skills — you can operate at the VP level and align teams across functions without formal authority * Comfortable operating in a fast-growing, globally distributed, remote-first environment where you build as much as you manage Bonus Skills to Stand Out : * Experience implementing AI-powered customer success/support solutions — chatbots, agent assist, automated triaging, or self-service deflection at scale * SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI for advanced data modeling and reporting * Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $140,000-$180,000+ USD #LI-AM1 ### What to Expect – Your Journey with Us Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at [cloudbeds.com](https://www.cloudbeds.com/) ### Company [Awards](https://www.cloudbeds.com/awards/) to Check Out! * Best All-In-One Hotel Management System | HotelTechAwards (2025) * Overall 10 Best Places to Work | HotelTechAwards (2025) * Most Loved Workplace® Certified (2024) * Top 10 People’s Choice(2024) * Deloitte Technology Fast 500 (2024) ### Discover our 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 ### Everyone is Welcome – A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [accommodations@cloudbeds.com](mailto:accomodations@cloudbeds.com). Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE Show more [Apply now >](https://jobicy.com/jobs/148052-senior-support-operations-manager.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## How to apply ## See a few more Similar Customer Success remote jobs * ![Oddball logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/8c034287ffd7b6474f90645b1c72e60a.jpeg) Oddball [Customer Support Engineer](https://jobicy.com/jobs/144984-customer-support-engineer-3.md) Oddball believes that we can bring change and improve the daily lives of millions by bringing quality software to the federal space. Our team is full of experienced engineering, product,… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 75k-110k/year* ![Liberty Mutual logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/08/a0f68d769896c0f098621799a6396382.jpeg) Liberty Mutual [Licensed Customer Service Representative](https://jobicy.com/jobs/144990-licensed-customer-service-representative.md) Description Join Our Team as a Remote Experienced and Licensed Customer Service Representative!Within our Customer Response Center, the Remote Customer Service Representative provides timely, accurate and responsive information and service… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeNEW* ![Jamf logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/6ac94784-221.jpg) Jamf [Manager, Customer Success, APAC](https://jobicy.com/jobs/144991-manager-customer-success-apac.md) At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to… ![Singapore flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/sg.svg) SG•Full TimeNEW* ![Jamf logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/6ac94784-221.jpg) Jamf [Strategic Customer Success Manager, SEA](https://jobicy.com/jobs/144993-strategic-customer-success-manager-sea.md) At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to… ![Singapore flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/sg.svg) SG•Full TimeNEW* ![Amazon.com logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/cd3ccbbd-221-12.jpg) Amazon.com [Strategy and Engagement – Customer Engagement Manager (CEM) , Worldwide Public Sector (Education & State/Local Government)](https://jobicy.com/jobs/144997-strategy-and-engagement-customer-engagement-manager-cem-worldwide-public-sector-education-state-local-government.md) We are seeking a Customer Engagement Manager (CEM) to join our Worldwide Public Sector Sales team, supporting Education and State & Local Government customers. In this role, you will serve… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 147,900-220,200/year* ![Alight Solutions logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3bcf9f40-221.jpeg) Alight Solutions [Customer Care Delivery Specialist in HR Services with English and Italian](https://jobicy.com/jobs/144826-customer-care-delivery-specialist-in-hr-services-with-english-and-italian.md) Customer Care Delivery Specialist in HR Services with English and ItalianOur storyAt Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our… ![Poland flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/pl.svg) PL•Full TimeNEW* ![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png) Cloudbeds [Director of Customer Support](https://jobicy.com/jobs/147982-director-of-customer-support.md) What Makes Us Unique At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) ![Canada flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ca.svg) US, CA•Full TimeUSD 140k-180k/year* ![Autodesk logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/983ea436405fa9ab72f858e1f1b874a7.jpeg) Autodesk [Account Technical Lead (ATL), Enterprise Accounts](https://jobicy.com/jobs/147706-account-technical-lead-atl-enterprise-accounts.md) Job Requisition ID #26WD99448Position OvevriewThe Account Technical Lead (ATL), Enterprise Accounts, leads high-complexity technical engagements, independently drives enterprise discovery, architects detailed solution designs, and develops the Customer Technical Vision (CTV)…. ![APAC flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/apac.svg) ![Australia flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/au.svg) APAC, AU•Full TimeNEW* ![Autodesk logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/983ea436405fa9ab72f858e1f1b874a7.jpeg) Autodesk [Senior Customer Success Manager](https://jobicy.com/jobs/147714-senior-customer-success-manager-13.md) Job Requisition ID #26WD98771Position OverviewThe Autodesk Senior Customer Success Manager (CSM) helps Autodesk’s customers with Enterprise Business Agreements drive long-term success by executing an array of services to accelerate customer… ![APAC flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/apac.svg) ![Australia flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/au.svg) APAC, AU•Full TimeNEW* ![Binance logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/bc822f38-221.jpg) Binance [Customer Service Representative (Portuguese)](https://jobicy.com/jobs/142093-customer-service-representative-portuguese.md) Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for… ![Argentina flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ar.svg) AR•Full TimeNEW [More Jobs](https://jobicy.com/jobs.md)