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We are looking for a hands-on professional who will take ownership of customer-facing AI solutions, become a central point of contact for key customers, and work closely with our product and AI development efforts.
This is a cross-functional role with real impact on how the company operates and grows over the coming years.
Responsibilities:
Own and manage ongoing relationships with customers, gradually taking on a central Customer Success role
Analyze complex business needs and translate them into CRM and AI-based solutions
Define and design AI agents, automated processes, and advanced workflows
Lead and support solution implementation with customers, including hands-on involvement when needed
Work closely with development and implementation teams
Identify problems, propose solutions, and take full ownership from definition through execution
Continuously improve internal workflows and delivery processes using AI.

We are seeking a strategic, data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support organization. In this role, you will be the "Command Center" for our operations, responsible for ensuring our 24/7 global engine-spanning BPO and In-house teams-runs at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.
What am I going to do?
Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
Global WFM & Forecasting: Own the global staffing model, capacity planning, and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
Operational Performance & Strategy: Analyze high-level support data (SLA, AHT, Cost per ticket) to identify trends, bottlenecks, and strategic opportunities for improvement.
BPO Performance Management: Serve as the operational focal point for our BPO partners, ensuring they meet staffing commitments, discipline, and performance targets.
AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.
Incident Management: Act as the final operational point of contact during high-impact events, outages, or critical escalations, leading the mitigation process.