Customer Experience Operations Manager

About Us

Circle is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 180 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.

Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

About the role

As Circle grows, so does the complexity of supporting a global, diverse customer base. We're looking for a strategic, data-driven Customer Experience Operations Manager to help us scale our support systems, streamline our workflows, and lead initiatives that empower our team to deliver fast, personal, and effective service at scale. This role will report into the Revenue Operations organization, while working closely with the Customer Experience (CX) team to drive data, systems, and strategy.

This is a unique opportunity for someone who loves systems, thrives on collaboration, and wants to be at the center of transforming how we support thousands of customers around the world.

What you'll be doing

There are three main areas this role will own:

1. Data and Forecasting

• Collaborate with the Data team to ensure that all workflows, operations, etc. in the CX space produces clean, reliable data for us to use in advanced analyses, customer segmentation and strategic decision making
• Build and maintain dashboards and reports that monitor support performance, customer trends, and contact drivers
• Own and continuously improve support forecasting and capacity planning in partnership with Support Leadership
• Leverage advanced spreadsheet skills (Excel or Google Sheets) to drive analytical projects, in close collaboration with RevOps and Data teams

2. Systems, Tools, and AI

• Lead the strategy and operations of AI-powered support tools, including training, testing, and iteration
• Serve as the primary Zendesk administrator for a multi-tiered and multi-channel environment: manage workflows, routing, views, triggers, integrations, system maintenance and automations
• Identify and implement scalable automations that reduce manual tasks and improve team efficiency
• Partner with engineering and external vendors to enhance internal tooling (e.g., Zendesk apps, custom integrations)

3. CX Funnel Optimization Support

• Collaborate with CX leadership to identify data-driven opportunities across the entire support funnel, from the knowledge base to agent-assisted channels
• Support tooling and system enhancements that increase funnel efficiency, reduce contact rates, and improve the customer experience
• Help ensure visibility and clarity into our support funnel performance through real-time metrics, tracking, and structured reporting
• Partner on bug triage systems and support channel operations (bot, chat, email, escalation flows), with a focus on continuous improvement

What you'll need to be successful

• Strong alignment with our values, find our values on our career page if you haven’t read up on them yet
• You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
• 3+ years of experience in support operations at a high-growth SaaS company, ideally one that has scaled past 100mil ARR --You know how to build from 0-1, then scale from 1-100
• Deep expertise with Zendesk (views, triggers, SLAs, analytics)
• Strong in Excel/Google Sheets: advanced formulas, pivot tables, data manipulation
• Proven ability to lead cross-functional initiatives and work with multiple stakeholders
• You are analytical and systems-oriented: you solve root issues, not just symptoms
• Excellent written and verbal communication skills, comfortable in async-first teams
• You're on the leading edge of AI best practices, with hands-on experience adopting and integratin