Operations Manager (Customer Support)
New
P
PropellerSaaS
PhilippinesFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Artificial IntelligenceData AnalysisOperations ManagementZendeskNotionCustomer support
Requirements
- Experience in people leadership, coaching team members, and building team accountability.
- Strong operational judgment with the ability to identify process gaps and prioritize improvements.
- Hands-on experience with support tools and systems such as Zendesk, Sling, or Notion.
- Confidence in adopting and experimenting with AI to improve team workflows, speed, and quality.
- Strong cross-functional collaboration skills.
- Data-informed approach using support metrics and customer trends to drive decisions.
- Experience implementing AI-enabled workflows in support or service delivery (bonus).
- Background in a SaaS or start-up environment (bonus).
- Exposure to construction, earthworks, GIS, mapping, or surveying industries (bonus).
Responsibilities
- Set the direction for 24/7 chat and email support operations aligning with customer experience strategy.
- Own key customer service initiatives, manage resourcing, and communicate progress to leadership.
- Act as a hands-on player-coach, guiding the team through complex scenarios and cross-functional collaboration.
- Mentor team members through regular 1:1s, goal setting, and timely performance feedback.
- Identify workflow bottlenecks and partner with leadership to implement automation and process improvements.
- Foster a positive, accountable, and psychologically safe team culture during scaling.
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