Customer Support Operations Manager

📋 Description

• Manage a team of up to 15 customer support agents: 1:1s, PDGs, goal-setting and regular feedback.
• Run quality control for agents and deliver feedback.
• Run quality control for support bots together with the automation manager.
• Drive quality improvements across the team, from evaluation criteria to training.
• Calculate monthly bonuses for the team.
• Oversee the schedule with the scheduler to make sure every shift is covered.

🎯 Requirements

• Have 4+ years of experience in customer support or customer success, including 3+ years in a
• Speak English at a B2–C1 level.
• Have hands-on experience with AI tools, including writing prompts.
• Have worked with Zendesk, Jira, Confluence, Slack and presentation tools.
• Communicate well: you give constructive feedback and can handle difficult conversations.
• Pay attention to detail and can still see the bigger picture.

🎁 Benefits

• Medical insurance in Ukraine or healthcare compensation abroad.
• Unlimited paid sick leave and 31 paid vacation days, including public holidays.
• Benefits Cafeteria budget.
• Additional on-site health and wellness benefits for office-based teammates.
• Competitive compensation and regular salary reviews.
• Personal Learning Budget.