Senior Voice Support Manager

Progress-Partners; Eu; Sur place; EUR 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Remote-first

Flexible hours

Unlimited PTO

Learning budget

Home office allowance

Senior team environment

Global reach

Résumé du poste

Progress Partners is seeking a Senior Voice Support Manager to own voice and SMS support for multiple products within our growing portfolio. You will run day-to-day operations, manage BPO partners, and drive data‑driven improvements, reporting to the Head of Support.

The role requires hands‑on leadership, Zendesk proficiency, and a strong track record managing remote, outsourced teams. We offer a remote‑first environment with flexible hours and a focus on outcomes.

Qualifications

• 5+ years of experience in voice and SMS support, including at least 3 years in a senior role.
• Proven experience leading or managing a voice support team of at least 6 people.
• Hands-on experience administering support CRMs, with Zendesk being a must.
• English at B2+ level or higher, demonstrated in interview or certification.
• Strong analytical mindset: comfortable with support metrics and driving improvements.
• Excellent communication and people-management skills, including outsourced/BPO teams.

Responsabilités

• Set up and maintain voice & SMS support for products in the portfolio.
• Own day-to-day operations: manage BPO reps, monitor quality, keep workflows up to date.
• Define and maintain quality standards, scripts, and knowledge resources.
• Analyze operations (KPIs, call quality, feedback) and drive improvement initiatives.
• Report to Head of Support on performance and flag inconsistencies or incidents.
• Collaborate with internal teams and BPO partners to ensure smooth launches and escalations.

Connaissances

Voice & SMS support

Zendesk admin

People management

KPIs & analytics

BPO coordination

Outils

Zendesk

Description du poste

About Progress Partners

Progress Partners is a fast-growing technology company building and scaling next-generation SaaS and mobile platforms. We blend creativity with data-driven execution to ship high-impact products, including AI-powered tools, productivity platforms, and workflow software, used by millions of people in more than 160 countries.

Our global team of experts in software development, product design, growth, and analytics collaborates across time zones to deliver category-defining innovations. We work end-to-end across the product lifecycle: design, build, launch, and scale.

If you’re passionate about building transformative products, Progress Partners is a place to make a lasting impact.

About the Role

We are looking for a Senior Voice Support Manager to own voice and SMS support for one or more products in our portfolio. You will run the day-to-day operation, manage our BPO partners, and continuously improve the channel, reporting directly to the Head of Support. This role is ideal for a hands‑on support leader who knows Zendesk inside and out, has managed voice teams before, and thrives on data-driven improvement.

What you’ll do

• Set up and maintain voice & SMS support for one or more products in the company portfolio.
• Own the day-to-day operations of the channel: manage BPO representatives, monitor their quality, and keep instructions, workflows, and requests up to date.
• Define and maintain quality standards, scripts, and knowledge resources for the voice and SMS support teams.
• Constantly analyze the operation (KPIs, call quality, customer feedback) and bring ideas and initiatives for improvement.
• Report to the Head of Support on performance, and proactively flag any inconsistencies, anomalies, or incidents.
• Collaborate with internal teams and external BPO partners to ensure smooth launches, changes, and escalations.

What we’re looking for

• 5+ years of experience in voice (phone)& SMS support, including at least 3 years in a senior role (supervisor, team lead, or manager).
• Proven experience leading or managing a voice support team of at least 6 people.
• Hands‑on experience administering support CRMs, with Zendesk being a must.
• English at B2+ level or higher (proven, e.g. by certification or demonstrated in interview).
• Strong analytical mindset: comfortable working with support metrics and turning data into improvement initiatives.
• Excellent communication and people-management skills, including experience working with outsourced/BPO teams.

How We Work

We’re fully remote and distributed across time zones. We default to async, communicate in writing, and trust people to deliver outcomes, not log hours. Decisions are transparent, ownership is clear, and your work is visible from day one.

What We Offer

We believe great work starts with taking care of our people and we want everyone on our team to have the support and resources they need to thrive, both professionally and personally. Here’s what you can expect when you join our team:

• Remote‑first: Live and work wherever you’re happiest and most productive. No relocation, ever.
• Flexible hours: we measure outcomes, not time spent at a desk.
• Unlimited PTO: take the time you need to rest, recharge, and do your best work.
• Learning & development budget: courses, books, conferences, certifications, whatever helps you grow.
• Home office & wellness allowance: a dedicated budget to set up your workspace and support your health.
• A small, senior, collaborative team where your work is visible and your decisions matter.
• The chance to build products used by millions of people across 160+ countries.

Equal Opportunity

Progress Partners is an equal opportunity employer, and we’re serious about building a diverse, inclusive team. We welcome applications from people of all genders, gender identities and expressions, sexual orientations, ages, ethnicities, nationalities, religions, disabilities, neurotypes, family situations, socioeconomic backgrounds, and life experiences.

We hire on skills, experience, potential, and values fit, never on protected characteristics. If you need accommodations during the application or interview process, just let us know.