Support Operations Manager

📋 Description

• Lead frontline operations across partner/vendor management; drive automation gains.
• Own multi-site partner management: commercial ownership, capacity, workforce.
• Own end-to-end service governance: automation rate, cost-to-serve, first response, quality.
• Set standards for scalable work; replace one-off fixes with reusable systems.
• Upskill teams; collaborate with Automation Eng, Support Eng, Fraud & Risk on LLM tools.
• Help define the future of support in a high-growth, evolving environment.

🎯 Requirements

• 8+ years leading support operations; coaching teams.
• Manage a team while solving ambiguous operational problems.
• Fluent in data; define metrics, dashboards, and experiments with eng/data teams.
• Think in systems; design processes, tooling, and automation to reduce manual work.
• Translate support needs into clear requirements; own adoption and change management.
• Thrives in a high-growth environment; evolves tooling and partner strategy.

🎁 Benefits

• Relocation assistance for new employees.
• Hybrid work model: 3 days in the office per week.
• Equal opportunity employer; inclusive culture.