Head of Operations, Customer Support

JOB DESCRIPTION

Key Responsibilities

1. Operational Leadership

• Oversee Tier 1 ticket handling (voice and written) to meet Service Level Agreements (SLAs) for response time, resolution time, and quality.
• Drive cost efficiency by optimizing metrics such as cost per ticket, agent productivity, and quality scores.
• Lead workforce management, including forecasting, scheduling, and real-time operations

2. BPO Management

• Build strong relationships with BPO partners to ensure consistent improvements in productivity and service quality.
• Negotiate contracts with BPOs and software vendors to align with operational goals.

3. Process Optimization

• Implement and maintain smart ticket routing on Zendesk to prioritize high-value users or urgent issues.
• Automate repetitive tasks in Zendesk to reduce average handling times and lower costs per ticket.
• Collaborate with Product, Content, and Business Operations teams to increase first-contact resolution rates.

4. Workforce Planning

• Develop workforce plans across 14 languages to align staffing levels with demand forecasts.
• Identify scheduling opportunities to improve SLA performance while minimizing costs.

5. Innovation & Technology

• Work with internal stakeholders to introduce AI-driven first-response solutions and automation tools.
• Upskill teams to handle more complex inquiries as automation reduces simpler tasks.

6. Operational Excellence

• Obsessed with performance metrics (SLA compliance, agent productivity, quality scores) to identify areas for improvement and work with the relevant stakeholders to  implement.
• Conduct regular reviews of team performance, providing actionable feedback for growth.

Ideal Candidate Profile

Experience:

• Proven track record of managing customer support operations for teams exceeding 100 agents.
• Experience building customer support operations from the ground up in a fast-paced startup environment.
• Minimum of 7+ years managing 24/7 global customer support operations.
• Ideal candidate will also have worked as an agent

Skills:

• Advanced analytical skills in Google Sheets/Excel; SQL knowledge or willingness to learn is a plus.
• Strong negotiation skills for vendor and contract management.
• Proficiency in at least one non-English language is highly desirable.

Personal Attributes:

• High ownership and proactivity in a high-accountability, high-autonomy environment.
• Comfortable working at speed, embracing iterative processes like "fail fast, learn fast."
• Willingness to travel regularly (every 1-2 months) to BPO locations for on-ground support.
• Commited  to aligning actions with the interests of our customers and communities.
• Demonstrates a team-oriented approach, recognizing success is collective and extends to our broader community of customers, regulators, and investors.
• Recognizes challenges, accepts them as reality, and proactively proposes solutions.
• Seeks out opportunities to unlock value by working harder and going further than others might.
• Dares to be honest with themselves and open to feedback, willing to say what they believe, allowing us to create a culture of accountability without blame.
• Undersrtands specific circumstances and genuinely cares to provide excellent support and best possible outcomes to our customers.