Support Operations Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Support Operations Manager oversees the efficiency and effectiveness of a company's support services, ensuring seamless operations and exceptional customer service. This role involves leading a team of support professionals, optimizing processes, and implementing strategies to enhance support delivery. With a focus on continuous improvement, the Support Operations Manager analyzes performance metrics, manages resources, and collaborates with other departments to resolve issues and improve customer satisfaction. This position requires strong leadership, problem-solving, and organizational skills to maintain high standards and drive operational excellence.

- Bachelor's degree in Business Administration, Information Technology, or related field
- Minimum of 5 years of experience in a customer support or operations role
- Minimum of 3 years of experience managing a support team
- Strong leadership and team management skills
- Excellent problem-solving and analytical abilities
- Proficiency in support ticketing systems and customer support tools
- Experience with developing and optimizing support processes and workflows
- Strong communication and interpersonal skills
- Ability to handle escalated customer issues with professionalism and empathy
- Thorough understanding of key performance indicators (KPIs) and how to track them
- Ability to prepare and present detailed reports to senior management
- Familiarity with service level agreements (SLAs) and contractual obligations
- Knowledge of industry best practices and current trends in customer support
- Proven experience in training and development of new and current employees
- Capability to collaborate effectively with other departments
- Strong project management skills and ability to lead cross-functional projects
- Technical proficiency and ability to coordinate with IT for technical issue resolution
- Attention to detail and strong organizational skills
- Ability to adapt and stay updated with latest industry trends and best practices
- Previous experience in customer satisfaction management and feedback analysis

- Monitor and analyze support ticket volume to identify trends and areas for improvement
- Supervise and mentor a team of support agents to ensure high performance and professional development
- Develop and implement support processes and workflows to improve efficiency and effectiveness
- Handle escalated customer issues and work to resolve them promptly and satisfactorily
- Collaborate with other departments to address product issues and enhance the customer experience
- Conduct regular team meetings to review performance metrics and share updates or new policies
- Create and manage training programs for new hires and ongoing training for current employees
- Track and report on key performance indicators (KPIs) for the support team
- Ensure the support team adheres to company policies and industry best practices
- Review and optimize support tools and systems to meet the needs of the team and customers
- Assist in the recruitment and hiring process for new support team members
- Provide feedback and coaching to team members for continuous skill and performance improvement
- Develop and maintain documentation for support processes and standard operating procedures
- Coordinate with the IT department to resolve any technical issues affecting support operations
- Prepare and present detailed reports on support operations to senior management
- Stay updated with the latest industry trends and best practices to drive continuous improvement
- Ensure compliance with service level agreements (SLAs) and other contractual obligations
- Manage customer satisfaction surveys and feedback to identify areas for enhancement
- Lead or participate in cross-functional projects aimed at improving customer support and service excellence

The ideal candidate for the role of Support Operations Manager is a highly experienced professional with a minimum of five years in customer support or operations and at least three years in a managerial position, holding a Bachelor's degree in Business Administration, Information Technology, or a related field. They possess strong leadership and team management skills, demonstrated by their ability to mentor and develop support agents to ensure high performance. The candidate excels in problem-solving and analytical abilities, with a proficiency in support ticketing systems and tools, coupled with a deep understanding of developing and optimizing support processes and workflows. They are adept at effectively handling escalated customer issues with professionalism and empathy, supported by exceptional communication and interpersonal skills. The ideal candidate is well-versed in tracking and reporting key performance indicators (KPIs), preparing detailed reports for senior management, and ensuring compliance with service level agreements (SLAs) and other contractual obligations. They exhibit a customer-focused mindset with high emotional intelligence, empathy, and an ability to stay calm under pressure. Their collaborative approach allows them to work seamlessly with different departments to enhance the customer experience. The candidate is proactive, adaptable, and possesses strong organizational skills with a penchant for innovative thinking and continuous improvement. They are tech-savvy, quick to learn new tools, and capable of overseeing technical issue resolutions by coordinating with the IT department. Above all, they are driven by a high level of enthusiasm and passion for customer support operations, committed to maintaining high integrity and ethical standards while focusing on long-term strategic goals.

- Monitor and analyze support ticket volume to identify trends and areas for improvement
- Supervise and mentor a team of support agents to ensure high performance and professional development
- Develop and implement support processes and workflows to improve efficiency and effectiveness
- Handle escalated customer issues and work to resolve them promptly and satisfactorily
- Collaborate with other departments to address product issues and enhance the customer experience
- Conduct regular team meetings to review performance metrics and share updates or new policies
- Create and manage training programs for new hires and ongoing training for current employees
- Track and report on key performance indicators (KPIs) for the support team
- Ensure the support team adheres to company policies and industry best practices
- Review and optimize support tools and systems to meet the needs of the team and customers
- Assist in the recruitment and hiring process for new support team members
- Provide feedback and coaching to team members for continuous skill and performance improvement
- Develop and maintain documentation for support processes and standard operating procedures
- Coordinate with the IT department to resolve any technical issues affecting support operations
- Prepare and present detailed reports on support operations to senior management
- Stay updated with the latest industry trends and best practices to drive continuous improvement
- Ensure compliance with service level agreements (SLAs) and other contractual obligations
- Manage customer satisfaction surveys and feedback to identify areas for enhancement
- Lead or participate in cross-functional projects aimed at improving customer support and service excellence

- Strong leadership and team-building capabilities
- Excellent problem-solving skills
- High emotional intelligence and empathy
- Outstanding communication and interpersonal abilities
- Analytical mind with attention to detail
- Ability to remain calm under pressure
- Proactive and self-motivated attitude
- Adaptability and openness to change
- Customer-focused mindset
- High level of integrity and ethical standards
- Collaborative approach to working with different departments
- Innovative thinking and continuous improvement mindset
- Strong organizational and time-management skills
- Results-driven and accountable
- Tech-savvy and quick to learn new tools
- Patience and perseverance
- Strategic thinking ability with a focus on long-term goals
- Effective mentorship and coaching skills
- High level of enthusiasm and passion for customer support operations

- Competitive salary range: $75,000 - $100,000 annually, based on experience
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Generous paid time off (PTO) policy
- Paid holidays
- Opportunities for professional development and continuing education
- Access to company-sponsored training programs and certifications
- Employee wellness programs and resources
- Flexible work hours and remote work options
- Performance-based bonuses and incentives
- Career advancement opportunities within the company
- Company-provided equipment and technology for remote work
- Collaborative and inclusive work environment
- Regular team-building and social events
- Employee assistance programs (EAP)
- Paid parental leave
- Commuter benefits and transportation subsidies
- Health and fitness reimbursement programs
- Volunteering days and corporate social responsibility initiatives