Support Operations Manager (Telepathic Instruments)

Telepathic Instruments is an internationally based electronic instruments company founded by Kevin Parker and friends. Our whole thing is to help musicians find what’s on their mind. Our first product, Orchid, combines intuitive design with deep synthesis and sampling capabilities, and we’re just getting started. Our product design is lead by 3 core principles: Insight, Innovation, and Inspiration.

We’re hiring a Support Operations Manager to define and scale the way we support customers around the world. You’ll own Telepathic’s support workflows, tooling, and operational playbooks, ensuring that every interaction feels timely, clear, and aligned with our ethos. This isn’t just about tickets, it’s about shaping how our community experiences Telepathic, across digital touchpoints, orders, repairs, and product feedback loops. You’ll work closely with Product, Engineering, Fulfilment, and Community teams to build systems that scale with our product roadmap and growing customer base.

• Lead end‑to‑end support operations across all channels: Zendesk (email), internal dashboards, and community platforms.
• Build scalable workflows for technical support, orders, returns, replacements and repairs, balancing rapid response with thoughtful resolution.
• Define SLAs, escalation frameworks, and support quality standards shaped by user empathy and brand voice.
• Own and maintain our help desk platform (Zendesk).
• Partner with Product and Engineering to troubleshoot complex issues and convert recurring problems into product improvements.
• Shape internal processes that connect support insights with roadmap planning and release cycles.
• Support releases with support readiness planning and customer-facing documentation.
• Create and maintain internal playbooks, agent training docs, and customer‑facing support resources.
• Use data and sentiment to refine processes and reduce friction.
• Monitor support metrics (volume, resolution time, satisfaction).
• Share insights regularly with leadership, translating patterns into action.
• Lead structured debriefs post‑launch to refine support strategies and tooling.

4+ years experience in support operations, customer operations, or service design, ideally in tech, ecommerce, hardware, or digital‑physical product environments.

Hands‑on experience managing and scaling help desk platforms (e.g. Zendesk, Gorgias), including setting up AI systems and workflows.

Systems thinking and operational fluency - you enjoy untangling complexity and codifying processes that endure. Strong communicator with a knack for clear documentation and collaborative problem solving.

Comfortable working remote across timezone overlaps. Bonus: experience with music hardware support workflows or creative/tech communities.

Bonus‑bonus: you’ve used Orchid, are obsessed with music gear, or know the names of at least 5 of our Studios guests.