Senior Voice Support Manager

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

📋 Description

• Establish and maintain voice and SMS support for one or more products within the company's portfolio.

• Oversee the daily operations of the channel: manage BPO representatives, assess their quality, and ensure that instructions, workflows, and requests are current.

• Set and uphold quality standards, scripts, and knowledge resources for the voice and SMS support teams.

• Continuously evaluate operations (KPIs, call quality, customer feedback) and propose ideas and initiatives for enhancement.

• Report performance to the Head of Support and proactively highlight any discrepancies, anomalies, or incidents.

• Collaborate with internal teams and external BPO partners to facilitate seamless launches, modifications, and escalations.

⛳️ Requirements

• Over 5 years of experience in voice (phone) and SMS support, including a minimum of 3 years in a senior position (supervisor, team lead, or manager).

• Demonstrated experience in leading or managing a voice support team comprising at least 6 members.

• Practical experience with support CRMs, with a strong emphasis on Zendesk.

• Proficiency in English at B2+ level or higher (verified through certification or demonstrated during the interview).

• Strong analytical skills: comfortable working with support metrics and transforming data into improvement initiatives.

• Exceptional communication and people-management abilities, including experience with outsourced/BPO teams.

🏝️ Benefits

• Remote-first: work from anywhere across the globe, no relocation necessary.

• Flexible hours: we focus on results, not the amount of time spent at a desk.

• Unlimited PTO: take the time you need to relax, recharge, and perform at your best.

• Learning and development budget: courses, books, conferences, certifications—whatever aids your growth.

• Performance-based compensation: your contributions directly influence your salary and career path.

• A small, experienced, collaborative team where your work is recognized and your decisions hold weight.

• An opportunity to develop products utilized by millions of people in over 160 countries.