General Support Senior Manager

Responsibilities

• Design and implement the global support strategies to maximize customer and clerk experience.
• Identify current bottlenecks and issues in common all Support processes and propose improvements.
• Optimize resource management of Support agents.
• Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.
• Stakeholder management of local commercial director and country manager.
• Co-design a global performance metrics system to compare performance across BPOs and internal Support teams
• Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs

Requirements

• Experience in managing complex, large support teams with some commercial overlap/exposure
• Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch
• 7+ years of experience working in Operations of high-growth startups
• Advanced use of G-sheet/Microsoft Excel and comfort with analytics
• Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields
• Exposure to regional roles
• Experience in managing BPOs
• Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
• MBA desired
• SQL basics desired

Benefits

• 100% Company Funded: Private Health Insurance for employee and immediate family
• Pension Fund
• Company-funded employee life and disability insurance
• 20 days vacation, unlimited sick leave
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Phone Finance, headphone benefit, home office equipment allowance and wellness perks
• Catered Lunch

Additional information