Global Support Operations Leader

17 hours ago

Cavite City, Calabarzon, Philippines beBeeSupportOperationsManager Full time $12,000 - $18,000
Job Overview

We are seeking a strategic and operationally strong leader to drive global support team efficiency, decision-making, and workforce management. This role requires analytical thinking, data-driven insights, and the ability to optimize customer support processes.

The ideal candidate will have 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 is essential.

A strong command of reporting tools, such as Zendesk Explore, custom dashboards, and APIs, is required. Additionally, working knowledge of Deel and BI tools like Looker or Tableau is highly valued.

  • Act as a partner to the Manager of Support, driving operational reviews, planning cycles, and process improvement initiatives.
  • Own continuous improvement initiatives, root-cause analysis, and remediation plans for support issues.
  • Manage and coach the support operations team, helping scale team capabilities and career growth pathways.
  • Develop and implement dynamic scheduling models for 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 Service Level Agreements (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.
Key Skills and Qualifications
  • Strategic thinking and problem-solving skills.
  • Strong communication and stakeholder management skills.
  • Experience managing or partnering closely with offshore teams.
  • High proficiency in Excel/Google Sheets, SQL, and BI tools.
  • Working knowledge of CRM, automation, and help desk ticket triage tooling.

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