Manager, Support Operations - Remote

Overview

Helium 10 is seeking a highly analytical, strategic, and operationally strong Support Operations Manager to ensure our global support team operates efficiently and effectively.

In Short

• Act as a strategic partner to the Manager of Support.
• Drive continuous improvement initiatives.
• Manage and coach the support operations team.
• Develop dynamic scheduling models for 24/7 coverage.
• Lead volume forecasting using historical data.
• Own and improve regular reporting across key metrics.
• Manage support tooling and systems including Zendesk.
• Collaborate with engineering and IT for process improvements.
• Define and optimize processes for frontline agents.
• Support a high-growth and fast-paced environment.

Requirements

• 5+ years of experience in Support Operations or Customer Experience.
• Experience in workforce planning and scheduling in a global support environment.
• Strong command of Zendesk reporting tools.
• Proficiency in Excel/Google Sheets, SQL, and BI tools.
• Experience managing offshore teams, preferably in the Philippines.
• Excellent analytical, communication, and stakeholder management skills.
• Self-starter with the ability to prioritize in a fast-paced environment.

Benefits

• Competitive salary of $1500 per month.
• Work From Home.
• Annual contractor bonuses and comprehensive benefits package.
• Sick leave and paid time off after three months.
• Maternity/Paternity leave after six months.
• Internal training opportunities.
• Personal and professional growth within a supportive team environment.