Senior Manager of Support Operations
Job Summary
Driving day-to-day performance and leading a distributed team, the full-time Senior Manager of Support Operations, Inspection will oversee support operations for multiple brands, manage performance metrics, and modernize tools while working remotely.
Key responsibilities
- Own support operations performance across various channels, ensuring targets for SLA, CSAT, and response times are met
- Lead and develop a remote workforce, managing staffing models and quality assurance across multiple time zones
- Modernize support tools and systems, including the implementation of AI solutions and evaluation of new technologies
Required qualifications
- 7+ years of experience in support, contact center, or customer operations leadership, with management of teams
- Hands-on experience with Intercom and Five9 or comparable platforms
- Proven ability to manage support KPIs using data-driven approaches
- Experience managing a distributed or remote workforce, including international team members
- Strong budget management skills, including oversight of labor and vendor costs
Complete Job Description
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