Technical Support Operations Manager

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.

Requirements:
• Experience supporting operational transformation in a technical Support or Customer Experience organization.

• Experience implementing automation, AI tools, or process improvements at scale.

• Strong technical aptitude with the ability to learn complex platforms and coach others.

• Proven people manager with experience leading teams (experience leading managers is a plus).

• Comfortable collaborating with Product and Engineering on technical topics.

• Data-driven, organized, and focused on continuous improvement.

• Excellent written and verbal communication skills.

Benefits:
Compensation range: $128,000 to $135,000

As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.

Other perks may include:

401(k) Retirement Plan and company match

Company equity

Flex Time Off

Company Events

Training/Development

Tuition reimbursement

Commuter benefits

Volunteer opportunities

Monthly internet stipend

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]