Support Operations Manager, Passes

• The ideal candidate is both strategic and hands-on - someone who can manage people and vendors, optimize Zendesk infrastructure, handle sensitive customer escalations, and identify ways to continuously improve service delivery and efficiency
• 4+ years of experience in support operations, customer experience, or trust & safety within a fast-paced environment (preferably startup or creator economy)
• Strong leadership experience — managing teams and external partners
• Advanced knowledge of Zendesk administration and optimization
• Proven success managing BPO vendors and service-level metrics
• Analytical mindset with comfort using data to identify trends and inform decisions
• Excellent written and verbal communication skills, with the ability to navigate sensitive or high-pressure situations

Desirable

• We’re looking for a proactive, data-minded, and empathetic Support Operations Manager to lead day-to-day operations within the Support & Safety (S&S) organization
• This role is responsible for managing internal and outsourced (BPO) support teams, driving operational excellence across systems and workflows, and ensuring creators and fans receive a world-class support experience
• 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 vendors (Teleperformance, Applied Labs, Zendesk, Internet Removals, etc.) — managing relationships, contracts, invoices, and renewals
• 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
• 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
• 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