Support Operations Manager

Key Responsibilities

• Manage and coach a growing team of Support Associates; set goals, clear blockers, and ensure ongoing performance feedback and development.
• Oversee external BPO partners (Tier 1), including weekly SLA reviews, escalation management, headcount planning, and performance alignment.
• Serve as the primary liaison for key support vendors, including BPO Tier 1 support, chatbot, ticketing platform (Zendesk), DMCA takedown partner, etc.
• Own SLAs and core KPIs such as CSAT, NPS, first-response time, and resolution time.
• Build and optimize workflows, SOPs, and escalation processes for support and trust & safety operations.
• Maintain and enhance Zendesk infrastructure — users, automations, triggers, macros, and overall system hygiene.
• Lead continuous improvement initiatives by analyzing ticket trends, VOC data, and root cause insights to improve efficiency and customer satisfaction.
• Collaborate cross-functionally with Product, Engineering, and Creator Success teams to resolve complex issues and influence roadmap priorities.

Reporting & Analysis

• Generate regular reports and insights on support metrics and performance trends for leadership and company all-hands.
• Identify key operational blockers and propose data-driven solutions to improve support and safety operations.
• Own the Support department budget and forecast future costs based on growth projections and tooling needs.

Customer Experience & Advocacy

• Act as the “voice of the customer” for creators and fans, advocating for policy or product improvements based on feedback and recurring issues.
• Handle sensitive or VIP customer escalations directly, demonstrating strong empathy, professionalism, and discretion.
• Support ongoing moderation, policy enforcement, and trust & safety workflows with consistency and fairness.