Support Operations Manager

Job Description

Ping Identity is seeking a Support Operations Manager to lead the operational aspects of their support team. This role is crucial for ensuring support processes, people, and systems can effectively meet the demands of enterprise customers who rely on Ping Identity's software.

The Support Operations Manager will be responsible for driving efficiency, accountability, and continuous improvement within the support operations. They will coordinate daily standups, implement best practices, and collaborate with cross-functional teams to enhance the customer support experience.

Responsibilities include:

• Facilitating daily support standups to review case status and resource allocation.
• Conducting in-depth post-case reviews for escalated cases to identify root causes and improvement opportunities.
• Monitoring and optimizing support workflows, including case handling and escalation paths.
• Collaborating with Engineering, Product, and Customer Success teams for timely issue resolution.
• Maintaining up-to-date documentation of support processes and escalation procedures.
• Onboarding new team members and ensuring understanding of key processes.
• Participating in managing customer escalations, especially for enterprise clients.
• Researching and implementing Salesforce improvements to enhance support workflows.
• Monitoring Slack channels to address recurring issues and clarify processes.
• Coordinating the rollout of process updates and ensuring adherence to revised workflows.

Requirements include:

• 5+ years of experience in Support Operations, Technical Support, or Customer Experience, ideally with enterprise software products.
• Experience managing or supporting 24/7 and global support teams.
• Strong understanding of ITIL or support frameworks.
• Proficiency in support tools such as Salesforce Service Cloud or Jira.
• Familiarity with monitoring/logging tools and incident workflows.
• Excellent communication and facilitation skills.
• Proven ability to analyze data and translate insights into action.
• Empathy and commitment to improving customer and employee experiences.

Ping Identity offers:

• A flexible, collaborative work environment.
• Employee Resource Groups.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives.
• Generous PTO & Holiday Schedule.
• Parental Leave.
• Progressive Healthcare Options.
• Retirement Programs.
• Opportunity for Education Reimbursement.