Operations Manager, CS

📋 Description

• Lead 80–100 support agents daily to set them up for success.
• Coach teams to ensure tools and clear direction.
• Own end-to-end performance of the division; drive results.
• Bridge to Quality, Automation, and WFM teams for tools and training.
• Monitor queues and intervene before backlog grows.
• Support capacity planning with staffing aligned to demand.

🎯 Requirements

• 3–6 years in high-growth operations with 2+ years leading 30+ person teams.
• Proven track record moving FRT, FCR, or CSAT with structural changes.
• Data-native with dashboards; diagnose root causes and act quickly.
• People developer; coach and grow direct reports into independent teams.
• Tech-fluent with Kustomer, Zendesk, Looker.
• Strong written and spoken English for international collaboration.

🎁 Benefits

• Employee Stock Options program
• Opportunity to scale a unique product
• Performance-based and referral bonuses; extra paid leave; learning budget
• Paid volunteering opportunities
• Work location of your choice: office, remote, travel
• Personal and professional growth with clear feedback and promotion processes