Manager, Customer Support Operations

About the Role

Join Webflow as a Manager, Customer Support Operations to empower our global Customer Support team, leading the systems, tooling, and strategies that define our customer experience. This role offers the exciting opportunity to shape how AI and automation are implemented across support channels, improving internal tools and influencing operational strategy for millions of users.

Responsibilities

• Manage and develop a team of Operations Engineers, Systems Managers, and Program Managers, providing coaching and mentorship.
• Promote a culture of experimentation, continuous improvement, and accountability within the team.
• Collaborate with senior leaders to align on strategic priorities and delivery expectations for Customer Support.
• Own the delivery of key SupportOps responsibilities, including internal tooling, documentation, workflow improvements, and data pipelines.
• Partner with frontline teams to identify pain points and deliver solutions that enhance agent efficiency and reduce resolution times.
• Drive initiatives for Tier 0 support and ticket deflection through automation, proactive messaging, and improved self-service content.
• Establish feedback loops for continuous iteration on tools and processes based on agent usage, customer satisfaction, and business needs.
• Scope and manage complex cross-functional projects with Product, Engineering, and Enablement teams to improve the end-to-end support experience.
• Maintain strong operational rigor, including OKRs, project tracking, and stakeholder communication.
• Contribute to support capacity planning and prioritization by analyzing agent workflows, ticket volume drivers, and automation effectiveness.
• Evolve the support model to scale with Webflow’s growing customer base and increasingly complex product offerings.

Requirements

• BA/BS degree or equivalent experience.
• 2–4 years of experience in a people management role, preferably within Support Operations, Customer Support, or Technical Program Management at a SaaS company.
• Prior hands-on experience with support tooling (e.g., Zendesk), workflow automation (e.g., Make, Zapier), data analysis (e.g., Looker, Tableau), or web technologies (e.g., HTML/CSS/JS).
• Strong understanding of how high-quality internal tooling and self-service reduce ticket volume and improve customer satisfaction.
• Excellent communication skills, capable of translating between technical and non-technical audiences and building trust with cross-functional stakeholders.
• A systems thinker who can break down complex operational problems into scalable, repeatable solutions.
• Strong bias for action, high attention to detail, and the ability to manage multiple concurrent priorities.
• Embodies servant leadership, empowering teams, removing blockers, and leading with empathy and curiosity.
• Stays curious and open to growth, actively building fluency in emerging technologies like AI.

Nice-to-Haves

• Experience managing projects or programs related to AI implementation in support workflows.
• Familiarity with front-end development, APIs, or developer tooling.
• Prior experience designing support deflection or self-service strategies.

About the Team or Role Impact

This role is pivotal in empowering our Customer Support team to deliver exceptional service and directly influences the operational strategy impacting millions of Webflow users. You will lead a team dedicated to building tools, automating workflows, and designing systems that enhance both agent and customer experiences, contributing significantly to Webflow's mission of bringing development superpowers to everyone.