Description:
Our support team plays a critical role in ensuring a seamless experience for clients, providers, and employer partners alike. As we continue to scale, we’re looking for a Support Operations Manager to build and lead a high-performing support organization.
The Support Operations Manager will own day-to-day support operations, people leadership, and the evolution of our support technology stack. This role blends hands-on leadership with strategic thinking: you’ll manage and develop a growing team, optimize our AI-powered support tools, define service standards across the company, and act as a key escalation point for complex issues.
This is an ideal role for someone who enjoys building and leading teams, improving systems, and partnering cross-functionally to deliver an excellent customer experience.
Core Responsibilities
Team Leadership & Performance Management
- Lead and develop a team of 4+ Support Associates, supporting their learning and growth with Tava
- Establish individual and team goals aligned to customer satisfaction, resolution quality, and operational efficiency
- Monitor the quality and consistency of customer interactions, providing regular feedback and targeted coaching to improve outcomes and customer experience
- Build and scale an in-person support team in Salt Lake City, ensuring staffing levels and schedules align with support demand and service expectations
Support Operations
- Own end-to-end support operations across email, phone, and AI-driven channels, ensuring timely, accurate, and empathetic customer experiences
- Continuously refine workflows, escalation paths, and documentation to improve first-touch resolution and reduce repeat or reopened tickets
- Own and manage Tava’s Zendesk instance, including configuration, workflows, automations, integrations, reporting, and ongoing optimization to support efficient, high-quality support operations
Support Escalations & Troubleshooting
- Serve as the primary escalation point for complex or high-severity issues, resolving issues efficiently and minimizing unnecessary escalations
- Identify patterns in complex tickets and train the team of Support Associates to effectively troubleshoot in line with these patterns.
- Partner closely with Engineering, Product, and Operations to identify root causes of recurring issues and improve overall resolution speed and quality
AI & Automation Ownership
- Own and optimize Tava’s AI support agent, ensuring a high rate of effective self-service resolution without compromising customer experience
- Monitor and improve AI performance, accuracy, and handoff quality between automated and human support
- Evaluate, pilot, and implement Voice AI solutions to improve phone support coverage, responsiveness, and efficiency
- Balance automation and human support to improve operational efficiency and reduce overall cost per ticket while maintaining strong customer satisfaction
SLAs, Phone Performance & Service Levels
- Develop, document, and communicate clear, tiered support SLAs across the organization
- Ensure phone support operations consistently meet established service-level expectations, including responsiveness, call handling, and resolution quality
- Regularly assess staffing models, scheduling, and coverage to meet demand across channels while maintaining cost efficiency
- Partner with internal teams to ensure SLAs are understood, achievable, and aligned with business priorities
- Regularly review and refine SLAs based on performance data and customer feedback