Manager, Support Operations

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems. About the role: 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: Leadership & Strategic Partnership 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. Workforce Management & Forecasting 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. Reporting & Analytics 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. Support Operations & Tooling 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. 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. #LI-remote 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. Create a Job Alert Interested in building your career at Helium 10? Get future opportunities sent straight to your email. Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf What interests you about Pacvue? * How did you hear about us? * Select... LinkedIn Profile Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Helium 10’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number Expires 04/30/2026 Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number Expires 04/30/2026Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select...PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr