Operations Lead - Customer Support

The Role

Position Overview

The Customer Operations Lead is responsible for driving operational excellence across the global customer support function. This role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement.

Working closely with Support, Product, Customer Success, Engineering, Data, and Infrastructure teams, the Customer Operations Manager ensures that customer-facing processes are scalable, measurable, efficient, and aligned to business objectives. The role will own the continuous improvement framework for customer operations, support the evolution of Salesforce Service Cloud, lead knowledge and AI readiness initiatives, establish governance standards, and provide actionable operational insights through KPI and SLA reporting.

The position acts as the operational backbone of the customer support organisation, enabling support teams to focus on delivering exceptional customer experiences while maintaining consistency, quality, and accountability across all regions.

Primary Objectives and Responsibilities

Customer Support Strategy & Continuous Improvement

• Develop and execute the Customer Operations strategy in alignment with company objectives.

• Identify opportunities to improve customer experience, support efficiency, and operational performance.

• Establish continuous improvement frameworks and operational maturity roadmaps.

• Lead initiatives that reduce effort, increase automation, and improve service delivery outcomes.

• Drive operational planning, capacity management, skills development, and support optimization programs.

• Monitor industry best practices and emerging support technologies.

Service Cloud Roadmap & Implementation

• Own the operational roadmap for Salesforce Service Cloud.

• Partner with stakeholders to define, prioritize, and implement Service Cloud enhancements.

• Drive adoption of new functionality, workflows, automations, and integrations.

• Ensure Service Cloud supports customer support processes, reporting requirements, and governance standards.

• Collaborate with Product, Engineering, and Business Systems teams to maximize platform value.

• Manage operational requirements, testing, rollout planning, and change management activities.

Knowledge Management & AI Readiness

• Develop and maintain the global knowledge management strategy.

• Ensure customer-facing and internal knowledge resources are accurate, accessible, and continuously improved.

• Drive knowledge-centered service (KCS) practices across support teams.

• Prepare the organisation for AI-enabled support capabilities through structured knowledge frameworks.

• Establish content governance, review cycles, and ownership models.

• Measure knowledge effectiveness through usage, resolution rates, and customer satisfaction metrics.

• Support self-service initiatives that improve customer adoption and reduce support effort.

Standard Operating Procedures & Governance

• Design, document, and maintain operational policies, procedures, and standards.

• Ensure consistency of support processes across global teams.

• Establish governance frameworks covering ticket management, escalations, communications, and customer engagement.

• Lead periodic reviews of operational procedures and controls.

• Promote compliance with internal standards, audit requirements, and security expectations.

• Drive process documentation, ownership, and accountability across the customer support ecosystem.

KPI / SLA Reporting & Operational Analytics

• Define and maintain operational performance metrics, dashboards, and reporting frameworks.

• Deliver executive-level reporting on service performance, customer outcomes, operational health, and strategic initiatives.

• Monitor SLA compliance, backlog health, productivity, quality metrics, and customer satisfaction indicators.

• Provide trend analysis and actionable recommendations to leadership teams.

• Develop forecasting models for demand, capacity, and resource planning.

• Partner with business stakeholders to ensure data accuracy and reporting consistency.

Ticket Quality & Process Excellence

• Establish quality assurance standards for customer interactions and ticket management.

• Conduct regular ticket audits and operational reviews.

• Identify process inefficiencies, bottlenecks, and opportunities for optimisation.

• Drive adoption of best practices for incident management, escalation management, and case resolution.

• Implement quality improvement initiatives that improve resolution times and customer satisfactio