Podium · 14 hours ago
Customer Support Operations Manager
Lehi, UT
Full-time
Onsite
Senior Level
5+ years expPodium is a company that brings AI Employees to local businesses, enhancing revenue through conversations. They are seeking a Customer Support Operations Manager to lead operations in the Customer Support organization, focusing on metrics, workforce management, and AI-powered support systems.
CollaborationConsumer ReviewsMessagingSaaSSoftware
Responsibilities
Own the operational health of customer Support, with accountability for key metrics (SLA, CSAT, FCR, handle time, backlog health, cost-to-serve)
Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support (Sigma preferred)
Partner with Support leadership to identify performance gaps and design scalable solutions to solve for gaps
Lead high-impact initiatives that improve efficiency, quality, and customer outcomes
Lead the Workforce Management function, including forecasting, capacity planning, staffing models, scheduling strategy, and productivity analysis
Balance service levels, cost efficiency, and employee experience in workforce decisions
Act as the operational owner for AI-powered Support initiatives, including building, deploying, and managing AI Agents
Be highly curious about emerging AI models and tools, testing and applying them to real Support workflows
Partner with Product, Data Science, and Engineering to design agent behavior, escalation logic, guardrails, and success metrics
Measure and improve AI performance (containment, deflection, quality, CSAT impact)
Own Support’s metrics framework, dashboards, and operating rhythms
Design, document, and maintain SOPs to ensure consistency and scalability
Partner with Business Applications on Support tooling and workflow optimization (Zoom Contact Center preferred)
Qualification
Required
5–8 years of experience in CX Operations, Support Operations, Consulting, or similar roles
Prior people leadership experience
Comfort building, testing, and managing AI-enabled workflows—not just consuming vendor solutions
Strong analytical mindset with the ability to translate data into clear actions
Experience working cross-functionally with Product, Engineering, Customer Experience and Data Science
Familiarity with contact center platforms; Zoom Contact Center experience strongly preferred
Preferred
Leverage SQL to run ad-hoc analysis and create reporting and dashboards to track all aspects of customer support (Sigma preferred)
Partner with Business Applications on Support tooling and workflow optimization (Zoom Contact Center preferred)
Benefits
Open and transparent culture
Life insurance, long and short-term disability coverage
Paid maternity and paternity leave
Fertility Benefits
Generous vacation time, plus three 4-day summer holiday weekends
Excellent medical, dental, and vision benefits
401k Plan with competitive company matching
Bi-annual swag drops with cool Podium gear and apparel
A stellar HQ (Utah) gym with local professional coaches and classes offered
Onsite HQ (Utah) child care center, subsidized for employees
Additional benefits for fully remote employees
Company
Podium
Podium is a customer communication platform for businesses who interact with customers on a local level.
1001-5000 employees
H1B Sponsorship
Podium has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (3)
2022 (3)
2021 (4)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$422.65MKey Investors
Y Combinator Continuity FundIVPAlbum VC
2022-10-31Series Unknown
2021-11-15Series D· $201M
2020-04-07Series C· $125M
Leadership Team
Eric Rea
Co-founder & CEO
Dennis Steele
Co-Founder
Recent News
2026-01-20
2025-11-25
Company data provided by crunchbase