Support Operations and Insights Manager - Remote

Overview

The Support Operations and Insights Manager will lead a high-performing team in optimizing customer support processes and enhancing customer experiences in a remote-first environment.

In Short

• Lead and mentor a team of support professionals.
• Manage support reporting and workforce planning initiatives.
• Identify performance gaps and drive process improvements.
• Own forecasting, capacity planning, and headcount modeling.
• Collaborate with various teams to ensure operational preparedness.
• Monitor real-time performance and adjust staffing strategies.
• Develop dashboards for performance visibility.
• Analyze support performance metrics to identify trends.
• Prepare insights for data-informed decision-making.
• Build and optimize schedules to meet service level agreements.

Requirements

• 5–10 years of experience in support operations or workforce management.
• Deep understanding of customer support metrics and operations.
• Proven track record in workforce management processes.
• Advanced skills in Excel or Google Sheets.
• Experience with BI tools is a bonus.
• Excellent communication and stakeholder management skills.
• Experience with managing BPO partners.

Benefits

• Health Insurance.
• Work-from-anywhere stipend.
• Annual wellness & learning credits.
• Annual all-expenses-paid company retreat.
• Other benefits.