Support Operations Leader

Job Title: Senior Operations Manager

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• We are seeking an experienced Senior Operations Manager to lead our support operations team.">

This role is responsible for ensuring our global support team is running smoothly, efficiently, and with data-driven decisions.

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• Strategic Leadership: Partner with senior leaders to drive operational reviews, planning cycles, and process improvement initiatives.">
• Process Improvement: Drive continuous improvement initiatives, own root-cause analysis, and remediation plans for support issues.">
• Team Management: Manage and coach the support operations team, help scale team capabilities, and career growth pathways.">
• Scheduling: Develop, implement, and maintain dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones.">
• Forecasting: Lead short- and long-term volume forecasting using historical data, seasonality, and projected business growth.">
• Performance Monitoring: Monitor real-time performance, adjust staffing or priorities to maintain SLAs.">
• Reporting: Own and improve regular reporting across CSAT, ticket trends, agent performance, backlog, and efficiency metrics.">
• Dashboard Development: Build dashboards and reports using data from Zendesk or similar tools to provide visibility and insight to leadership and stakeholders.">
• Data Analysis: Translate data into actionable insights to drive team improvements, reduce ticket volume, and improve customer satisfaction.">
• Tooling and Systems: Own support tooling and systems, including Zendesk, Deel, Time Doctor, internal knowledge bases, and workforce management platforms.">
• Collaboration: Collaborate with engineering, product, and IT to improve integrations, automation, and workflows.">
• Process Optimization: Define, document, and optimize processes that support frontline agents in delivering high-quality, consistent support.">
• Quality Assurance: Oversee the quality assurance framework for customer interactions, ensuring support agents adhere to internal standards, policies, and tone of voice.">
• Training: Own the end-to-end training lifecycle for new support agents, including onboarding programs, systems training, and product knowledge development.">
• Ongoing Enablement: Create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes.">

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• Experience: 5+ years in Support Operations, Workforce Management, or Customer Experience roles.">
• Proven Track Record: Proven experience with workforce planning, scheduling, and forecasting in a 24/7 global support environment.">
• Technical Skills: Strong command of Zendesk reporting tools (Explore, custom dashboards, APIs).">
• Global Team Management: Working knowledge of Deel and how to manage global contractor/team logistics.">
• Analytical and Communication Skills: Excellent analytical, communication, and stakeholder management skills.">
• Self-Starter: Self-starter with the ability to work independently and prioritize in a fast-paced environment.">

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• Competitive Salary: Competitive salary of $1500 per month with potential annual performance-based increases.">
• Work From Home: Opportunity to work from home.">
• Benefits Package: Comprehensive benefits package including HMO for the contractor and immediate family (spouse and children) after three months.">
• Paid Time Off: Sick leave and paid time off after three months.">
• Maternity/Paternity Leave: 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.

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• Seniority Level: Mid-senior level.">
• Employment Type: Full-time.">
• Job Function: Information Technology.">
• Industries: Software Development.">