Support Operations Manager

3 мес. назад

PhilippinesWorldwideLeadOnsite

Manage and grow the customer support function for both Consumer and Enterprise customers.

At , we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out. Our culture is built on extreme ownership and peak performance. We are customer-obsessed, data-informed problem solvers who thrive on radical candor, embrace challenges by loving the dirt, and refuse mediocrity. We believe in accountability, humor, and diversity — and we’re united by a mission to help businesses tell better visual stories. About the team: is the world’s largest on-demand marketpl

Own end-to-end customer support across both Consumer and Enterprise
Aggressively explore, test, and deploy AI to make support more efficient. Treat AI as a core operating lever, not a side project
Analyze the team's productivity and quality, identify bottlenecks, and execute solutions to improve resolution times and CSAT across both Consumer and Enterprise
Utilize data to understand agent behavior and surface areas for improvement in our support processes
Maximize agent productivity with a mix of training, AI tooling, and process improvements
Partner closely with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements
Understand the vision and strategy for the team and get all members pumped and aligned to power 's growth
Recruit, train, and manage a team of Customer Success Specialists and Team Leads
Develop and optimize processes by breaking projects into actionable steps
Hustle - take ownership of 's growth and do whatever it takes to get the job done

5+ years of experience in customer support, customer success, or operations management, with at least 2 years in a leadership role managing teams of 20+
Hands-on experience using AI in a support or operations context, not just familiarity, but having actually deployed AI tools (LLM-assisted replies, AI triage, AI QA, automation, etc.) to improve a real operational metric
Extensive experience with data analytics
Demonstrated ability to lead initiatives and projects end-to-end, balancing strategic vision with hands-on execution
Excellent communication and stakeholder management skills, with experience working cross-functionally across Product, Engineering, and Operations
Proficiency in BI tools with a focus on building dashboards for KPI reporting (CSAT, resolution time, productivity, quality)
Fluency in written and spoken English
A "let's get it done" mindset
Should be willing to report 100% onsite in Ortigas.