Senior Manager, Customer Support

Aurora

HybridPosted July 29, 2026

About the role

Aurora is seeking a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team on the front lines of every customer interaction. Reporting to the Head of Support, you will hire, build, and lead the largest team in the support organization to deliver a fast, high‑quality, customer‑first experience at scale for our B2B customers (carriers and fleets) who depend on driverless freight operations. Location: Dallas, Texas, United States. This is a hybrid role based in our Dallas office with opportunities for remote work as the business requires.

Senior Manager, Customer Support

Aurora

HybridPosted July 29, 2026

About the role

Aurora is seeking a Senior Manager, Customer Support to lead the Customer Experience & Support Operations team on the front lines of every customer interaction. Reporting to the Head of Support, you will hire, build, and lead the largest team in the support organization to deliver a fast, high‑quality, customer‑first experience at scale for our B2B customers (carriers and fleets) who depend on driverless freight operations. Location: Dallas, Texas, United States. This is a hybrid role based in our Dallas office with opportunities for remote work as the business requires.

Responsibilities

Build and develop a customer‑obsessed team culture. Hire and lead the frontline customer support team (Tier 1), including team leads and managers, scaling capacity as Aurora expands.
Define and steward customer‑centric standards: tone of voice, case management, the omnichannel experience, and CRM setup and ongoing evolution.
Own the operating plan for frontline support: headcount, capacity, budget; align resourcing with Support leadership as the organization grows.
Manage the team to deliver excellent customer support across channels (phone, email, chat), consistently meeting experience, quality, and efficiency targets (CSAT, response and resolution SLAs, first‑contact resolution, handle time).
Establish workforce planning, quality assurance, coaching, and enablement mechanisms to deliver consistent, high‑quality support as volume grows.
Use data to run the operation: define and monitor operational KPIs, conduct analyses, and partner with analytics teams to forecast de

Responsibilities

Build and develop a customer‑obsessed team culture. Hire and lead the frontline customer support team (Tier 1), including team leads and managers, scaling capacity as Aurora expands.
Define and steward customer‑centric standards: tone of voice, case management, the omnichannel experience, and CRM setup and ongoing evolution.
Own the operating plan for frontline support: headcount, capacity, budget; align resourcing with Support leadership as the organization grows.
Manage the team to deliver excellent customer support across channels (phone, email, chat), consistently meeting experience, quality, and efficiency targets (CSAT, response and resolution SLAs, first‑contact resolution, handle time).
Establish workforce planning, quality assurance, coaching, and enablement mechanisms to deliver consistent, high‑quality support as volume grows.
Use data to run the operation: define and monitor operational KPIs, conduct analyses, and partner with analytics teams to forecast de

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