Support Operations and Insights Manager, Airalo

• We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team
• You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic
• You do your best to flourish as an individual every day while working hard to foster a collaborative team environment
• You believe in the importance of being — and staying — authentic, honest, positive, and kind
• You are a good interlocutor with clear and concise communication
• You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty
• You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences
• 5–10 years of experience in support operations, workforce management, or strategy roles
• Deep understanding of customer support metrics, operations, and staffing dynamics
• Proven track record of owning WFM processes: forecasting, planning, scheduling, real-time management
• Advanced Excel or Google Sheets skills; bonus if familiar with BI tools (e.g. Looker, BigQuery)
• Comfortable interpreting and manipulating large data sets to drive decisions
• Excellent communication and stakeholder management skills
• Experience working with or managing BPO partners

Desirable

• As a Support Operations and Insights Manager, you will play a critical role in leading and mentoring a high-performing team of support professionals in a fast-paced, dynamic environment
• You will be responsible for leading support reporting and workforce planning initiatives that ensure we scale efficiently and deliver exceptional customer experiences
• This is a high-impact role with direct influence on global staffing decisions, operational performance, and strategic planning
• You will help identify performance gaps, drive process improvements, and build the infrastructure needed to support a rapidly evolving support function, while also owning critical workforce management processes such as forecasting, capacity planning, and headcount modeling
• Your leadership, strategic thinking, and data-driven approach will be essential in optimizing team performance, fostering a positive team culture, and exceeding customer expectations
• This role requires a deep understanding of support processes, a passion for customer satisfaction, and the ability to inspire and motivate a team to achieve ambitious goals
• Partner with the VP of Support to define and execute the support org’s strategic roadmap
• Identify gaps in process, performance, or structure, and propose practical, scalable solutions
• Collaborate with Product, Engineering, Growth, and other functions to ensure preparedness
• Own short- and long-term ticket volume forecasting, capacity planning, and staffing models
• Translate forecasted volumes and handle time into monthly, weekly, and daily agent requirements across internal and outsourced teams
• Partner with Finance, Recruiting, and BPOs to manage headcount plans and hiring timelines
• Build and optimize schedules, shifts, and coverage plans to meet SLAs across time zones and languages
• Monitor real-time performance and staffing trends, adjusting strategies based on business needs
• Develop dashboards and reporting that provide visibility into utilization, occupancy, shrinkage, and schedule adherence
• Analyze support performance (Volume, CSAT, AHT, FRT, reopen rates, etc) to identify trends and opportunities
• Prepare executive-ready insights and recommendations to support data-informed decisions
• Create forecasting and planning models in collaboration with FP&A and BizOps