Operations Manager, Customer Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership of Propeller’s 24/7 customer service operations through chat and email.

• Establish the direction for the 24/7 support function, ensuring alignment of goals, service standards, and operational strategies with the customer experience vision.

• Enhance operational performance by leading customer service initiatives, pinpointing risks and resource gaps, and effectively communicating updates and recommendations to leadership and stakeholders.

• Serve as a hands-on player-coach, assisting the team in navigating complex scenarios and fostering collaboration across various departments.

• Mentor team members by setting expectations and goals, conducting regular one-on-one meetings, providing constructive feedback, and supporting their performance and career development.

• Identify workflow inefficiencies and implement automation and process enhancements to boost speed, quality, and consistency.

• Cultivate a positive, psychologically safe, and accountable team culture as the function expands.

⛳️ Requirements

• Proven experience in people leadership, including coaching team members, nurturing emerging leaders, setting expectations, and fostering accountability.

• Strong operational judgment with the ability to detect process deficiencies, prioritize improvements, and establish scalable operational practices.

• Practical knowledge of support tools and systems such as Zendesk, Sling, Notion, or similar platforms.

• Proficiency in utilizing support tools to enhance team visibility, planning, and performance.

• A curious and confident approach to AI, including advocating for its adoption and experimenting with new workflows.

• A passion for developing individuals and fostering a supportive, engaged growth environment.

• Excellent cross-functional collaboration skills across Customer Success, Geospatial Solutions, People, and other stakeholder teams.

• A data-informed perspective utilizing support metrics, customer trends, and insights into team performance.

• Experience with implementing AI-enabled workflows is a plus.

• Familiarity with a SaaS or start-up environment is advantageous.

• Exposure to fields such as construction, earthworks, GIS, mapping, surveying, or similar technical industries is a bonus.

🏝️ Benefits

• Gold medical insurance (HMO).

• Paid vacation and sick leave.

• Paid parental leave policies.

• Annual professional development budget and leave.

• Opportunity to participate in our mentorship program.

• Work-from-home equipment provided.

• Monthly work-from-home allowance.

• Employee share options.