Tekmetric

Support Operations Manager, Analytics & Workforce

Remote, US

Sponsorship not specifiedDetected 8 days ago

ForecastingExcelProcess ImprovementCustomer SuccessCustomer SupportZendeskIntercomCadenceLeadershipCommunicationCollaborationMentoring

About the role

This role is built for someone who thinks in systems and metrics, turns large and messy datasets into clear direction, and can hold an operation accountable to its numbers.

Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance.
Deliver regular performance reporting to leadership and present data-driven recommendations.
Build unified reporting that blends AI-handled and agent-handled contact data across all channels.
Own reporting configuration and data integrity within the support tools as it pertains to analytics
partner with the technology owner on the underlying system configuration.
Lead and develop the workforce management function
But we're not just building software.
We're building a movement.
We're empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.
Come build with us.

5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity.
Strong proficiency in dashboard and KPI framework design.
Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL.
Hands-on contact center experience across voice and chat channels.
Strong communication skills with the ability to translate operational data into leadership-ready insights.
Background in SaaS or technology-sector contact centers.
Experience with support technology stacks such as Zendesk and Intercom (including Fin) as a power user and data consumer.
Familiarity with AI tools and how deflection and containment translate into staffing needs.

Run regular calibration to keep scoring consistent across reviewers, and evolve the scorecard as products and policies change.
Serve as the senior owner and escalation point for analytics, WFM, and process decisions.

Generous Paid Time Off, because we know you do your best work when you're well-rested.

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.
Because we value in-person collaboration, travel is an expected part of every role.
We offer hybrid and remote work models based on your proximity to our office hubs.

This listing is sourced directly from Tekmetric's careers page and normalized into a canonical job model.