Manager, Support Operations

Overview We are seeking a highly analytical, strategic, and operationally strong Support Operations Manager to serve as the right hand to the Manager of Support. This critical role is responsible for ensuring our global support team (primarily based in the Philippines) is running smoothly, efficiently, and with the right data-driven decisions to support a 24/7 operation. This person will play a pivotal role in workforce management, forecasting, scheduling, tooling, training, and performance reporting—while being a partner in optimizing and scaling our customer support processes. If you're passionate about people, process, and platforms—and thrive in a high-growth, fast-paced environment—this is the role for you. Responsibilities Act as a strategic partner to the Manager of Support, supporting operational reviews, planning cycles, and process improvement initiatives. Drive continuous improvement initiatives and own root-cause analysis and remediation plans for support issues. Manage and coach the support operations team and help scale team capabilities and career growth pathways. Develop, implement, and maintain dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones. Lead short- and long-term volume forecasting using historical data, seasonality, and projected business growth. Monitor real-time performance and adjust staffing or priorities to maintain SLAs. Own and improve regular reporting across CSAT, ticket trends, agent performance, backlog, and efficiency metrics. Build dashboards and reports using data from Zendesk or similar tools to provide visibility and insight to leadership and stakeholders. Translate data into actionable insights to drive team improvements, reduce ticket volume, and improve customer satisfaction. Own support tooling and systems including Zendesk, Deel, Time Doctor, internal knowledge bases, and workforce management platforms. Collaborate with engineering, product, and IT to improve integrations, automation, and workflows. Define, document, and optimize processes that support frontline agents in delivering high-quality, consistent support. Oversee the quality assurance framework for customer interactions, ensuring support agents adhere to internal standards, policies, and tone of voice. Own the end-to-end training lifecycle for new support agents, including onboarding programs, systems training (e.g., Zendesk, Time Doctor), and product knowledge development. Create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes. Partner with the Manager of Support and frontline leaders to identify skill gaps and implement coaching or development plans. Collaborate with the Knowledge Management team to ensure internal documentation and knowledge base content are accurate, accessible, and aligned with training material. Skills & Qualifications 5+ years of experience in Support Operations, Workforce Management, or Customer Experience roles. Proven experience with workforce planning, scheduling, and forecasting in a 24/7 global support environment. Strong command of Zendesk reporting tools (Explore, custom dashboards, APIs). Working knowledge of Deel and how to manage global contractor/team logistics. High proficiency in Excel/Google Sheets, SQL (a plus), and BI tools like Looker or Tableau. Exposure to CRM, automation, and help desk ticket triage tooling. Experience managing or partnering closely with offshore teams, ideally in the Philippines. Excellent analytical, communication, and stakeholder management skills. Self-starter with the ability to work independently and prioritize in a fast-paced environment. Salary and Benefits Competitive salary of $1500 per month with potential annual performance based increases Work From Home Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months Sick leave and paid time off after three months Maternity/Paternity leave (applicable after six months) Internal training Opportunities for personal and professional growth within a supportive team environment. Helium 10 is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Software Development #J-18808-Ljbffr