Global Support Operations Director

2 weeks ago


Imus, Calabarzon, Philippines beBeeLeader Full time $14,400 - $18,000

Our ideal candidate is a seasoned professional with extensive experience in Support Operations, Workforce Management, or Customer Experience roles. They will be responsible for ensuring our global support team runs smoothly and efficiently.

Key Responsibilities:
  • Develop strategic plans to optimize customer support processes and scale operations.
  • Drive continuous improvement initiatives, owning root-cause analysis and remediation plans for support issues.
  • Lead volume forecasting using historical data, seasonality, and projected business growth.
  • Collaborate with engineering, product, and IT teams to improve integrations, automation, and workflows.
  • Define, document, and optimize processes supporting frontline agents in delivering high-quality support.

They must have a strong command of Zendesk reporting tools and possess excellent analytical, communication, and stakeholder management skills.

Requirements:
  • 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.
  • High proficiency in Excel/Google Sheets, SQL, and BI tools like Looker or Tableau.
  • Excellent leadership skills with the ability to manage offshore teams.

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