AI-Driven 24/7 Support Operations Leader
Propeller
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Benefits offered by this job
Job summary
Propeller is seeking an Operations Manager to own and drive our 24/7 customer service operations, ensuring fast, thoughtful help for customers worldwide. This hands-on, people-and-process role will lift team performance, engagement, and accountability within our global support team and help shape AI usage to improve experience.
You will lead chat and email support, coach and develop staff, optimize processes, and partner with cross-functional teams across Customer Success and Geospatial
Qualifications
- Strong people leadership with experience coaching team members and developing leads.
- Strong operational judgement to spot process gaps and drive improvements.
- Hands-on knowledge of support tools like Zendesk, Sling, Notion.
- Curiosity and confidence with AI to improve workflows and CX.
- Passion for developing people and building accountable teams.
- Cross-functional collaboration across Customer Success and other teams.
Responsibilities
- Lead 24/7 support operations and align with customer experience strategy.
- Drive operational performance, identify risks and resourcing gaps.
- Hands-on player-coach guiding the team through complex scenarios.
- Coach and develop team with regular 1:1s and feedback.
- Optimize processes and implement automation to improve speed and quality.
- Foster a healthy, accountable team culture aligned with Propeller values.
Skills
Tools
Job description
Propeller is seeking an Operations Manager to own and drive our 24/7 customer service operations, ensuring fast, thoughtful help for customers worldwide. This hands-on, people-and-process role will lift team performance, engagement, and accountability within our global support team and help shape AI usage to improve experience.
You will lead chat and email support, coach and develop staff, optimize processes, and partner with cross-functional teams across Customer Success and Geospatial
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