Support Operations Professional

7 days ago

Rizal, Philippines beBeeOperations Full time $14,400 - $18,000
Job Overview

We are seeking an analytical and strategic operations professional to serve as a right-hand to the manager of support. This critical role is responsible for ensuring our global support team runs smoothly, efficiently, and with data-driven decisions to support 24/7 operation.


Key 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, helping 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 service level agreements.
  • Own and improve regular reporting across customer satisfaction, 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 teams 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.

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