Support Operations Senior Manager

From the original posting

Nashville, TN Primary Responsibilities Lead, coach, and develop customer support agents, overseeing hiring, onboarding, performance management, and career development in partnership with leadership and HR. Manage staffing, scheduling, and capacity planning to meet service standards across support channels, including during launches, incidents, and periods of increased demand. Directly administer Zendesk, including routing, triggers, automations, macros, integrations, and reporting, while improving workflows and troubleshooting operational issues. Build, maintain, and optimize AI-enabled…