Support Operations Manager

Full Time position in Manila. More about Snappr

At Snappr, we're changing the world by making amazing photography accessible to everyone. We take on complex problems so that photographers, consumers and businesses can connect in more than 200 cities around the world to create and access beautiful photos. We welcome people from all backgrounds who seek the opportunity to build a future where people can capture their special memories easily and affordably. If you have the drive, passion, and collaborative spirit to work with us, let’s revolutionize photography together.

About the role:

With our global footprint and hyper growth, one of Snappr’s top priorities is to offer an unparalleled level of support to our customers and photographers. As the Support Operations Manager, you will be challenged to manage and grow a team of team leaders and agents to deliver responsive, efficient and empathetic responses to our customers, while managing escalations to protect the company's reputation. You will also be trusted to synthesize feedback from the support team and work closely with our engineers to identify thoughtful, scalable tech solutions for our customers' biggest problems.

What you'll do:

Drive repeat bookings by designing and delivering a world class Resolution Center
Recruit, train and manage a team of Support Specialists and Team Leaders
Analyze the team's productivity and quality, and identify areas for improvement
Help build and partner with Workforce Management and Knowledge Management teams
Recommend and execute initiatives to improve the team's performance
Handle escalations and resolve our most challenging and complex problems
Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done

What you'll need:

At least 5+ years of experience managing an operational leadership role
Deep understanding of the nuances of a dual-sided online marketplace or tech space
Experience working in a fast-paced startup environment, and scaling CS and Operations teams
Bilingual proficiency in written and spoken English
Demonstrated ability to lead initiatives and projects at your previous organizations
Experience in creating and optimizing operational processes
Proficiency required in G-Suite, Excel, BI & Analytics tools with a focus on creating dashboards for KPI reporting
A data-driven approach to decision-making and communications
The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well
Self-starter attitude - the ability to self-serve, investigate and get the data we require will make you much more effective in this role