Senior Support Operations Manager

Who we are
We’re Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

Why would you love this job?

We are seeking a Senior Support Operations Manager to lead operational excellence within our global Support team. In this role, you’ll optimize support processes, enhance customer service efficiency, and improve support tools while identifying new solutions. You’ll drive case deflection through process improvements and knowledge base development, directly impacting our support KPIs. This position offers the chance to work with a motivated Operations team, focused on Redis’ success and your professional growth.

What you’ll do:

Strengthen Support KPI Results

Develop and execute programs aimed at improving these KPIs, working closely with the support and customer success teams
Monitor support KPIs, including response times, resolution times, customer satisfaction, and case volumes.

Knowledge Base Programs:

Lead the creation, organization, and maintenance of a robust knowledge base that empowers customers to find answers quickly and independently.
Continuously update and improve content based on customer feedback and emerging issues.

Case Deflection and Self-Service Programs:

Design and implement case deflection strategies, reducing the volume of incoming support tickets through improved self-service options.
Analyze trends in support cases to identify areas where automation or self-help resources can be developed.

Support Tool Management:

Administer and optimize the use of Salesforce and Zendesk for the support team, ensuring they are effectively configured to meet the team’s needs.
Collaborate with IT and other departments to integrate support tools with other business systems.
Responsible for identifying and implementing additional automation and tools to enhance quality and efficiency within the team.

Data Analysis and Reporting

Oversee the collection, processing, and validation of data to ensure accuracy and completeness.
Generate and distribute ad-hoc reports and dashboards to stakeholders.
Develop data enrichment strategies to improve data quality, resolution times, and CSAT.

What will you need to have?

Minimum of 4 years in a similar Support Operations role, preferably in a SaaS or database company.
Hands-on experience with Salesforce and Zendesk administration and optimization. Additional consideration is given to those with experience with relevant AI and live chat solutions.
Strong analytical skills and experience with data analysis and reporting tools (e.g., Excel, Tableau).
Bachelor’s degree in Business, Information Technology, Finance, or a related field.
Ability to tackle ambiguous problems and develop practical solutions and recommendations.
Self-directed work style with a “can-do” attitude and growth mindset; willing to get hands-on with complex operational problems.
Project management skills with the ability to multitask and work under tight deadlines and resource constraints.
Excellent documentation, presentation, and verbal communication skills; adept at blending quantitative and qualitative information for reporting purposes.

We give back to our employees:

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

Competitive salaries and equity grants
Unlimited time off to promote a healthy work-life balance
H/D/V coverage along with 401K, FSA, and Commuter Benefits
Frequent team celebrations and recreation events
Home internet reimbursement
Yearly health and wellness budget for a healthy mind and body
Learning and development opportunities
Ability to influence a high-performance company on its way to IPO

#LI-SV1 #LI-DNI

The estimated gross base annual salary range for this role is $154,000 – $200,000 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.