Technical Support Operations Manager

Operations Manager, Global Support

As the Operations Manager, Global Support, you will help evolve Recurly's Support organization into an AI-enabled, insight-driven operation while ensuring merchants receive a consistently excellent and technically accurate support experience. Your primary focus will be supporting the redesign and execution of the Tier 1 support model and helping modernize how Support scales across Recurly's growing product suite.

This role requires a highly technical, people-first leader who can balance operational improvement with hands-on coaching and execution. You will develop deep expertise in Recurly Management System (RMS), Commerce, and Engage, and help raise the technical bar across Support through enablement, process design, and strong cross-functional partnerships.

Why This Role Matters

Support is one of the most direct ways merchants experience Recurly. As the platform grows in complexity, Support must scale intelligently - leveraging AI, strong technical foundations, and operational discipline.

This role helps ensure:

• Tier 1 Support evolves into a modern, AI-enabled function delivering faster and more consistent outcomes.
• Support teams maintain strong technical proficiency across RMS, Commerce, and Engage.
• Support contributes meaningful operational data and insights to inform product and business decisions.
• Recurly can scale support operations without sacrificing merchant experience or quality.

Responsibilities

• Support the transformation of Global Support toward an AI-enabled operating model, including execution of the Tier 1 Support redesign.
• Implement Support AI initiatives such as automation, self-service, and AI-assisted agent workflows.
• Build and maintain technical expertise in RMS, Commerce, and Engage; coach team members to strengthen their technical capabilities.
• Lead, mentor, and develop Tier 1 Senior Support team members and Tier 1 Supervisor, focusing on performance, growth, and engagement.
• Partner with Product and Engineering to stay aligned on roadmap changes and technical impacts to Support operations.
• Support hiring, onboarding, and enablement programs with a strong focus on technical readiness.
• Track and report operational metrics, trends, and insights to inform continuous improvement.
• Drive scalable processes that improve efficiency while maintaining a high-quality merchant experience.
• Support change management efforts and help teams adapt to new tools, processes, and workflows.