Support and Services Operations Manager

SUMMARY

As the Support and Services Operations Manager, you’ll be responsible for building scalable processes, systems, and insights that empower our Support organization to deliver exceptional experiences for customers using Temporal Cloud. You’ll play a key role in driving operational excellence as we migrate from Zendesk to Pylon, ensuring the new platform supports a seamless and data-rich customer experience.

This role sits at the intersection of Support, RevOps, and Product, and will focus on optimizing workflows, automating reporting, and integrating customer health data into our broader GTM systems.

WHAT YOU’LL DO

- Design and document scalable support processes across ticket routing, SLAs, escalation paths, and customer feedback loops.

- Develop analytics and dashboards to measure customer health, case volume trends, response times, activation, and consumption-impacting support issues.

- Partner with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems to provide unified visibility into customer interactions and consumption blockers.

- Partner with Product and Data Analytics to identify patterns in support requests that signal opportunities for product improvements or proactive enablement.

- Optimize support capacity planning by analyzing ticket drivers, volumes, and patterns to forecast staffing needs.

- Collaborate cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth.

- Establish quality assurance and feedback programs to ensure consistency and continuous improvement across support interactions.

- Act as the internal SME for support tools and automations, managing configurations, user permissions, and change requests.

- As Temporal scales, you’ll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth.

- Build utilization, margin, and attach-rate models across Support, Services, and TAM.

- Support incentive model design and exec-level reporting for post-sales performance.

- Maintain accurate customer and partner records in Salesforce and integrated tools, ensuring data integrity for reporting and decision-making.

- Document processes and maintain clear SOPs for both functions.

- Manage operational workflows for high-tier customer benefits such as managed Slack channels and other entitlements.

- Monitor and track support SLAs, case resolution, and customer satisfaction metrics.

WHAT YOU’LL NEED

- Able to manage structured processes across multiple functions without losing accuracy or timeliness.

- Experience with Salesforce and customer support platforms (Zendesk, Pylon)

- Comfortable creating and interpreting reports to track performance and identify improvement areas.

- Able to work with technical, operational, and relationship-focused stakeholders

- Capable of managing priorities across different teams while maintaining service quality.

- High accuracy in data entry, entitlement tracking, and process documentation.

- High data fluency with hands-on experience in SQL and BigQuery to analyze performance, build dashboards, and ensure data accuracy across systems.

COMPENSATION

- The estimated pay range for this role is $176,000-$220,000

- This role is eligible to participate in Temporal's equity plan