Operation Manager/Team Leader

Operation Manager/ Team Leader

The Operation Manager/ Team Leader plays a pivotal role in managing a high-performing team responsible for delivering seamless platform operations and outstanding customer support. This role oversees a blended team of technical support, general support, and data entry agents, ensuring every team member is proficient across all ticket types and capable of handling a wide range of issues.

The ideal candidate is a strong leader with technical expertise, excellent communication skills, and the ability to drive performance, manage escalations, and lead by example. They must be proactive, data-driven, and strategically focused, continuously improving team processes and delivering exceptional customer experiences.

1. Team Leadership & Performance Management

• Lead, coach, and develop a team of technical support, general support, and configuration agents, ensuring each team member can handle all ticket types.

• Conduct regular 1:1 coaching sessions, providing direct, actionable feedback to drive performance and technical growth.

• Set and own team and individual performance targets (CSAT, First Contact Resolution, Time to Resolution, etc.), ensuring accountability.

• Manage underperformance effectively, addressing issues head-on with structured performance plans and coaching.

• Lead by example, demonstrating a high standard of technical expertise, customer service, and problem-solving skills.

2. Escalations & Problem Resolution

• Act as the primary escalation point for complex technical issues, taking ownership and ensuring swift resolutions, particularly for enterprise customers.

• Take over critical escalations, applying deep technical knowledge and leadership to resolve issues with minimal friction.

• Proactively prevent repeat issues by identifying root causes, implementing long-term solutions, and improving internal workflows.

3. Operational Excellence & Process Improvement

• Oversee the day-to-day operations of the support team, ensuring smooth workflows, balanced workload distribution, and timely ticket resolution.

• Maintain oversight of support queues (e.g., Intercom), ensuring high responsiveness and efficient management of Tier 1, 2, and 3 global support queries.

• Show initiative in continuously improving team operations, processes, and response efficiency.

• Adapt quickly during high-volume peak periods, ensuring continued service excellence.

4. Stakeholder & Cross-Functional Collaboration

• Work closely with Operations Managers, Customer Success, Product, and Development teams to drive issue resolution, share insights, and contribute to product enhancements.

• Effectively communicate technical issues and trends in cross-functional meetings, ensuring clarity and alignment with business goals.

• Advocate for the support team, ensuring they have the tools and processes needed to succeed.
  

5. Technical Training & Development

• Provide ongoing training to ensure all team members stay updated on product changes, new features, and industry trends.

• Mentor junior team members and develop structured learning paths to upskill the team across all support functions.
  

6. Data Analysis & Strategic Improvement

• Analyse team performance metrics and customer feedback, identifying trends and areas for improvement.

• Develop and execute strategies to optimise team performance, improve response times, and enhance customer experience.

• Provide regular reporting to stakeholders on key performance metrics and action plans.
  

7. Enterprise & High-Value Customer Support

• Serve as the technical point of contact for enterprise customers, representing the support team in key meetings and ensuring top-tier service.

• Proactively identify potential challenges for enterprise clients and implement preventive measures.

1. Strong Leadership & People Management

Not afraid to have tough conversations with underperforming agents and address issues head-on.
Skilled at performance management, ensuring accountability and continuous improvement.
Leads by example, setting a high standard for technical expertise and customer service.

2. Problem-Solving & Critical Thinking

Takes initiative to improve team processes and workflows without waiting for direction.
Thinks strategically to enhance team efficiency and effectiveness.
Handles high-pressure situations and escalations with confidence.

3. Technical Expertise & Data-Driven Approach

Strong technical acumen with the ability to take over escalations and resolve complex issues.
Skilled in data analysis, identifying trends, and making data-backed decisions to drive improvements.
Familiar with support platforms (e.g., Intercom) and troubleshooting SaaS or platform-based products.

4. Communication & Stakeholder Management

Articulates technical issues clearly to cross-functional teams and external stakeholders.

Comfortable handling multiple stakeholders, including product, operations, and enterprise customers.
Represents the team in meetings and ensures alignment with business objectives.

5. Adaptability & Proactive Mindset

Thrives in a fast-paced environment, balancing multiple priorities.
Quickly adapts to changing business needs and peak periods.
Always looking for ways to improve team efficiency, processes, and customer experience.

• Proven experience in a technical support leadership role, ideally within a SaaS or platform-based environment.

• Strong technical expertise, with the ability to handle and resolve escalated technical issues effectively.

• Exceptional leadership and team management skills, with experience in performance coaching and process improvement.

• Ability to analyse data and identify trends, using insights to enhance support operations.

• Experience with customer service platforms ex: Intercom and other technical support tools.

• Strong stakeholder management skills, with the ability to work across departments and represent support in key meetings.

• Highly adaptable, with a proactive approach to problem-solving and team development.