Customer Support Operations Manager

📋 Description

• Oversee day-to-day customer support operations and partner with leadership.
• Monitor performance across chat, email, and phone; track KPIs like response times, resolution
• Identify gaps and implement continuous improvement to boost efficiency and satisfaction.
• Design and refine SOPs, workflows, and standards for scalable support.
• Support recruitment, onboarding, training, coaching, and development of team members.
• Serve as escalation point for complex issues; ensure timely resolutions.

🎯 Requirements

• 3–5+ years in Customer Support Operations or related leadership role.
• Experience managing remote and distributed teams.
• Strong understanding of metrics, ticketing systems, QA, and performance optimization.
• Proven ability to build/improve SOPs and operational systems.
• Analytical with ability to translate data into improvements.
• Excellent English communication; able to collaborate with frontline and senior stakeholders.

🎁 Benefits

• Fully remote opportunity for candidates based in India.
• Work with a globally distributed team and high-impact operations.
• Opportunity to shape and scale support systems early on.
• Growth potential as the organization expands.