Senior Voice Support Manager (Fully Remote)

Progress Partners; Deutschland; Remote; EUR 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Remote-first

Unlimited PTO

Learning budget and performance-based

Zusammenfassung

Progress Partners is seeking a Senior Voice Support Manager to own voice and SMS support for multiple products. You will report directly to the Head of Support and run the day-to-day operation.

This hands-on leader role requires Zendesk expertise and a track record of building high-performing support teams, with a focus on data-driven improvements and customer satisfaction.

Qualifikationen

• 5+ years of voice & SMS support experience, including 3+ years in a senior role.
• Proven experience leading a voice support team of at least 6 people.
• Hands-on Zendesk administration and strong analytical skills.

Aufgaben

• Set up and maintain voice & SMS support channels for multiple products.
• Own daily operations, manage BPO representatives, and monitor quality.
• Analyze KPIs and customer feedback to drive improvements.

Kenntnisse

Voice & SMS support leadership

Analytics

Zendesk administration

Tools

Zendesk

BPO management

Jobbeschreibung

• We are looking for a Senior Voice Support Manager to own voice and SMS support for one or more products.
• You will report directly to the Head of Support and run the day-to-day operation.
• This role is ideal for a hands-on support leader with Zendesk expertise.

What You'll Do:

• Set up and maintain voice & SMS support channels for multiple products.
• Own daily operations, manage BPO representatives, and monitor quality.
• Analyze KPIs and customer feedback to drive improvements.

What We're Looking For:

• 5+ years of voice & SMS support experience, including 3+ years in a senior role.
• Proven experience leading a voice support team of at least 6 people.
• Hands-on Zendesk administration and strong analytical skills.

What We Offer:

• Remote-first work from anywhere in the world.
• Unlimited PTO and flexible hours.
• Learning budget and performance-based compensation.

Progress Partners

We build and scale next-generation SaaS and mobile platforms. Our global team of experts collaborates across time zones to deliver high-impact products used by millions.