Job Description

Location: Remote (with flexibility for overlapping U.S. business hours)
About the Role
Zappy BPO is seeking a seasoned Operations Manager to oversee day-to-day delivery for one of our key technology clients. The ideal candidate will be a hands-on leader with experience managing customer experience teams in a fast-paced environment. This person will serve as the operational backbone; driving team performance, ensuring SLA adherence, resolving escalations, and coaching a growing team of support professionals to deliver world-class service.
Key Responsibilities

• Team Leadership & Performance Management

• Manage a team of customer experience associates handling multi-channel (chat, email, voice) support
• Conduct weekly performance reviews, 1:1 coaching, and skill development sessions
• Track and report KPIs such as CSAT, response time, resolution rate, and backlog health

• Escalation & Incident Management

• Act as the point of escalation for complex or high-priority tickets
• Coordinate cross-functionally to ensure timely and accurate resolution
• Identify recurring issues and partner with client-side stakeholders to address root causes

• Process Optimization & Quality Assurance

• Develop and refine SOPs to ensure consistent handling of customer issues
• Lead regular quality audits and calibration sessions to maintain service excellence
• Implement workflow and CRM improvements to streamline case management and reduce handling time

• Training & Development

• Design and deliver ongoing product and process training for new and existing team members
• Partner with internal QA and training teams to update documentation and learning materials as the client's product evolves

• Operational Reporting & Stakeholder Management

• Deliver weekly and monthly performance reports highlighting insights, risks, and opportunities for improvement
• Collaborate with client-side operations leaders to forecast staffing needs and align resources with volume trends
• Drive initiatives that improve retention, engagement, and productivity across the support organization

Qualifications

• 5+ years of experience managing customer support or BPO operations teams (preferably in a SaaS, fintech, or consumer tech environment)
• Exceptional spoken and written English; comfortable holding conversations over the phone and zoom
• Proven success managing remote or distributed teams
• Strong knowledge of CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• Excellent communication, data interpretation, and stakeholder management skills.
• Experience with process optimization, QA frameworks, and escalation handling.
• Ability to thrive in a dynamic, growth-oriented client environment.

Preferred Attributes

• Experience supporting technology or marketplace clients with high transaction volumes
• Familiarity with setting up new accounts, managing client SLAs, and building training programs from the ground up
• A proactive, analytical mindset with a passion for coaching and continuous improvement

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