Customer Support Operations Manager – Remote, $50/hr

About the role

We are looking for a Customer Support Operations Manager to evaluate AI‑generated responses and improve our support documentation. This remote, project‑based role offers a flexible schedule and competitive hourly compensation.

Key responsibilities

• Evaluate AI‑generated responses for customer support and service documentation.
• Review service level agreements, escalation records, support tickets, and knowledge‑base articles.
• Assess AI understanding of troubleshooting workflows and customer communication processes.
• Provide structured feedback on clarity, accuracy, and overall support quality.
• Collaborate with product and engineering teams to enhance AI systems used for customer success.

Required profile

• Experience in customer success, technical support, or customer operations at a SaaS or technology company.
• Strong familiarity with support workflows, escalation handling, and troubleshooting documentation.
• Ability to recognize high‑quality customer communication and service practices.
• Analytical thinking with excellent document interpretation skills.
• Excellent written communication and attention to detail.
• Comfortable working independently in a remote environment.

Required skills

• Proficiency in evaluating support documentation and AI‑generated content.
• Understanding of SaaS support processes and escalation procedures.

What we offer

• Flexible schedule with ongoing project‑based work.
• Fully remote work environment.
• Competitive hourly rate ranging from $43 to $50.