Customer Support Operations Manager

2 hours, 58 minutes ago
Full-time
Lead
Customer and Technical Support
Propeller

Propeller

Propeller is a business management consulting firm that specializes in accelerating organizational transformation by providing tailored strategies and hands-on support to help businesses navigate change and achieve sustainable success.

Professional Services
251-1K
Founded 2012

Description

  • Set direction for the 24/7 chat and email support function, aligning goals, service standards, and workflows with customer experience strategy.
  • Own customer service initiatives, identify risks and resourcing gaps, and communicate progress, trade-offs, and recommendations to leadership and stakeholders.
  • Act as a hands-on player-coach, guiding the team through complex customer scenarios and collaborating across departments.
  • Coach and develop team members through clear expectations, goals, regular one-on-ones, feedback, and performance support.
  • Identify workflow bottlenecks and implement automation and process improvements that improve support speed, quality, and consistency.
  • Build a psychologically safe, positive, and accountable team culture as the function scales.

Requirements

  • Confident people leadership experience, including coaching team members, developing emerging leads, setting expectations, and building accountability.
  • Strong operational judgment and the ability to identify process gaps, prioritize improvements, and create scalable support practices.
  • Hands-on experience with support tools such as Zendesk, Sling, Notion, or similar platforms.
  • Confidence using AI and championing AI-enabled workflows to improve support speed, quality, and customer experience.
  • Passion for developing people and creating an engaged, supportive environment.
  • Strong cross-functional collaboration skills across Customer Success, Geospatial Solutions, People, and other teams.
  • Data-informed approach using support metrics, customer trends, and team performance insights.
  • Experience implementing AI-enabled workflows in customer support, operations, or service delivery is preferred.
  • Experience in a SaaS or startup environment is preferred.
  • Exposure to construction, earthworks, GIS, mapping, surveying, or similar technical industries is preferred.

Benefits

  • HMO gold medical insurance.
  • Paid vacation and sick leave.
  • Paid parental leave.
  • Annual professional development budget and leave.
  • Mentorship program participation.
  • Work-from-home equipment and monthly WFH allowance.
  • Employee share options.

Interested in this position?

Apply directly on the company website

Apply Now

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