About the role

As Circle grows, so does the complexity of supporting a global, diverse customer base. We're looking for a strategic, data-driven Customer Experience Operations Manager to help us scale our support systems, streamline our workflows, and lead initiatives that empower our team to deliver fast, personal, and effective service at scale. This role will report into the Revenue Operations organization, while working closely with the Customer Experience (CX) team to drive data, systems, and strategy.

This is a unique opportunity for someone who loves systems, thrives on collaboration, and wants to be at the center of transforming how we support thousands of customers around the world.

What you'll be doing

There are three main areas this role will own:

1. Data and Forecasting

Collaborate with the Data team to ensure that all workflows, operations, etc. in the CX space produces clean, reliable data for us to use in advanced analyses, customer segmentation and strategic decision making
Build and maintain dashboards and reports that monitor support performance, customer trends, and contact drivers
Own and continuously improve support forecasting and capacity planning in partnership with Support Leadership
Leverage advanced spreadsheet skills (Excel or Google Sheets) to drive analytical projects, in close collaboration with RevOps and Data teams

2. Systems, Tools, and AI

Lead the strategy and operations of AI-powered support tools, including training, testing, and iteration
Serve as the primary Zendesk administrator for a multi-tiered and multi-channel environment: manage workflows, routing, views, triggers, integrations, system maintenance and automations
Identify and implement scalable automations that reduce manual tasks and improve team efficiency
Partner with engineering and external vendors to enhance internal tooling (e.g., Zendesk apps, custom integrations)

3. CX Funnel Optimization Support

Collaborate with CX leadership to identify data-driven opportunities across the entire support funnel, from the knowledge base to agent-assisted channels
Support tooling and system enhancements that increase funnel efficiency, reduce contact rates, and improve the customer experience
Help ensure visibility and clarity into our support funnel performance through real-time metrics, tracking, and structured reporting
Partner on bug triage systems and support channel operations (bot, chat, email, escalation flows), with a focus on continuous improvement

What you'll need to be successful

Strong alignment with our values, find our values on our career page if you haven’t read up on them yet
You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
3+ years of experience in support operations at a high-growth SaaS company, ideally one that has scaled past 100mil ARR --You know how to build from 0-1, then scale from 1-100
Deep expertise with Zendesk (views, triggers, SLAs, analytics)
Strong in Excel/Google Sheets: advanced formulas, pivot tables, data manipulation
Proven ability to lead cross-functional initiatives and work with multiple stakeholders
You are analytical and systems-oriented: you solve root issues, not just symptoms
Excellent written and verbal communication skills, comfortable in async-first teams
You're on the leading edge of AI best practices, with hands-on experience adopting and integrating AI-based systems and solutions.
You're proactive and organized, with a bias toward action and clarity

Bonus points

You have experience working within or alongside a Revenue Operations or Data team
Familiarity with BI tools such as Looker, Metabase, Tableau, PowerBI etc.
Hands-on experience with implementing AI chat tools or workflow automation (e.g., Forethought)
Background supporting global, distributed teams in fast-paced SaaS environments
You’re familiar with SQL, or at least have a desire and aptitude to learn it

Customer Experience Operations Manager

Anywhere in the world

Remote

Senior

Circle