Operational Support Lead

1 day ago

Mabalacat, Central Luzon, Philippines beBeeLeadership Full time $14,400 - $24,000
Job Summary

This is a critical role that serves as the right-hand person to the Manager of Support, ensuring our global support team runs smoothly and efficiently. We are seeking an experienced Operational Support Lead to join our team.

The ideal candidate will be passionate about people, process, and platforms, and thrive in a fast-paced environment. Key responsibilities include:

Strategic Partnerships
  • Serving as a strategic partner to the Manager of Support, supporting operational reviews, planning cycles, and process improvement initiatives.
Continuous Improvement
  • Driving continuous improvement initiatives and owning root-cause analysis and remediation plans for support issues.
Team Management
  • Managing and coaching the support operations team and helping scale team capabilities and career growth pathways.
Dynamic Scheduling
  • Developing, implementing, and maintaining dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones.
Volume Forecasting
  • Leading short- and long-term volume forecasting using historical data, seasonality, and projected business growth.
Real-time Performance Monitoring
  • Monitoring real-time performance and adjusting staffing or priorities to maintain SLAs.
Reporting and Analytics
  • Owning and improving regular reporting across CSAT, ticket trends, agent performance, backlog, and efficiency metrics.
Dashboards and Insights
  • Building dashboards and reports using data from Zendesk or similar tools to provide visibility and insight to leadership and stakeholders.
Actionable Insights
  • Translating data into actionable insights to drive team improvements, reduce ticket volume, and improve customer satisfaction.
Tooling and Systems
  • Owning support tooling and systems including Zendesk, Deel, Time Doctor, internal knowledge bases, and workforce management platforms.
Collaboration and Process Optimization
  • Collaborating with engineering, product, and IT to improve integrations, automation, and workflows.
Training and Enablement
  • Defining, documenting, and optimizing processes that support frontline agents in delivering high-quality, consistent support.
Quality Assurance
  • Overseeing the quality assurance framework for customer interactions, ensuring support agents adhere to internal standards, policies, and tone of voice.
End-to-End Training Lifecycle
  • 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.
Ongoing Enablement Programs
  • Create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes.

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