Support Operations Manager

ManyChat, Inc.; Granada; Presencial; EUR 40.000 - 65.000; Jornada completa

Descripción de la vacante

A leading Chat Marketing platform is seeking an Operations Manager to enhance its Customer Support team's performance and collaboration across teams. The ideal candidate will have strong expertise in Zendesk, operations management, and a passion for delivering exceptional customer experiences. This role offers opportunities for professional growth and a flexible benefits plan.

Servicios

Professional development budget

Flexible benefits plan

Formación

• 4+ years of experience in customer-facing roles within tech companies.
• 3+ years of experience in operations management.
• Background in SaaS, PLG, or Enterprise environments is a strong plus.

Responsabilidades

• Gather system requirements and understand business needs.
• Define workflows, practices, and standards for Support agents.
• Administer software systems used by the Customer Support team.

Conocimientos

Fluency in English

Zendesk administration

Data analysis

Automation

Collaboration

Educación

Degree in Technology, Business, Engineering, or related field

Herramientas

Zendesk

Zapier

SQL

Descripción del empleo

Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and Telegram.

Manychat is a Meta Official Business Partner, backed by top investors, including Bessemer Venture Partners.

With 250+ teammates across three global offices — Barcelona, Yerevan, and Austin — Manychat helps more than one million businesses worldwide interact with billions of customers in real-time at scale.

No matter the use case — generating leads, increasing engagement, providing 24 / 7 customer support, accepting payments, and beyond — Manychat helps businesses improve their ROI and grow faster.

Manychat is growing, and so is its Support team. To keep up with the pace and scale, we’re looking for an Operations Manager to smooth our expansion journey. You’ll lead the assessment, identification, development, and implementation of strategies, technologies, and initiatives.

We build world-class and industry-leading best practices to ensure our Support agents deliver unparalleled customer experiences. You’ll focus on enhancing the performance of the Customer Support team and improving collaboration with other teams within Manychat.

Our dream candidate? A technical expert in Zendesk system administration , along with data and business process analysis. The ideal candidate is an innovative problem solver with troubleshooting and analytical skills and is motivated by team and company success above everything else.

Responsibilities :

• Gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success.
• Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision.
• Contribute to the administering of all software systems used by Manychat’s Customer Support team and deploy configuration changes when needed.
• Run multiple projects simultaneously in an autonomous environment.

Minimum Requirements :

• Degree in Technology, Business, Engineering, or a related field.
• 4+ years of experience in customer-facing roles within tech companies; SaaS experience is highly preferred.
• 3+ years of experience in operations management, with a proven track record of leading projects. Background in SaaS, PLG, or Enterprise environments is a strong plus.

Skills :

• Fluency in English, both written and verbal.
• High level of autonomy and independence, with the ability to navigate ambiguity and quickly adapt to new tools and challenges.
• Advanced proficiency in Zendesk administration, including the ability to manage triggers, automations, and workflows.
• Comfortable working with APIs.
• Above-average data analysis and reporting skills; basic SQL knowledge is a plus.
• Proficiency in Zendesk Explore reporting : deep knowledge of creating custom reports, utilizing formulas, and applying reporting best practices.
• Solid understanding of Support team processes, frontline agent needs, and key Support metrics.
• Demonstrated ability to lead the research, implementation, and procurement of new technologies.
• Strong aptitude for optimization and automation using Zendesk, Zapier, or similar tools to improve operational effectiveness at scale.
• Experience with additional support tools like Intercom, Surfboard, and MaestroQA is a plus.
• Proven ability to collaborate cross-functionally, translating business requirements into practical support solutions.
• Team-first mentality, with an unmatched level of support for teammates.
• Ability to travel up to 30% of the time.

Here’s how we care about your growth, well-being, and comfort :

• Professional development budget for relevant conference tickets, training programs, or courses.
• Flexible benefits plan to choose the perks that fit your needs.

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