Remote 24/7 Support Ops Leader, Equity Options

Propeller; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO medical insurance

Paid vacation & sick leave

Paid parental leave

Annual development budget

Mentorship program

WFH equipment provided

Monthly WFH allowance

Employee share options

Job summary

Propeller is seeking an Operations Manager to lead our 24/7 customer support across chat and email. You will align service standards with the broader customer experience strategy while coaching a growing team in a fast-paced, global environment.

You’ll use AI to improve speed and quality, identify risks and resourcing gaps, and partner with cross-functional teams to implement scalable processes. A hands-on leader who values psychological safety will help propel Propeller’s mission.

Qualifications

• Confident people leadership with coaching and accountability.
• Strong operational judgment to spot gaps and drive improvements.
• Hands-on knowledge of support tools and systems (Zendesk/Sling/Notion) to improve visibility and performance.
• Curiosity and confidence with AI to enhance speed and quality of service.
• Genuine passion for developing people and growing careers.
• Strong cross-functional collaboration across Customer Success, Geospatial Solutions, People, and other teams.
• Data-informed approach using support metrics and trends to drive outcomes.

Responsibilities

• Lead our 24/7 chat and email support operations and align with customer experience strategy.
• Own key initiatives, identify risks and resourcing gaps, report progress to leadership.
• Act as hands-on player-coach to guide the team through complex scenarios.
• Mentor team members, set goals, conduct regular 1:1s, and provide feedback.
• Identify workflow bottlenecks and partner to implement automation and improvements.
• Foster a healthy, accountable team culture aligned with Propeller’s values.

Skills

People leadership

Operational judgment

Support tools & systems

AI adoption & workflows

Developing people

Cross-functional collaboration

Data-driven decision making

Tools

Zendesk

Sling

Notion

Job description

Propeller is seeking an Operations Manager to lead our 24/7 customer support across chat and email. You will align service standards with the broader customer experience strategy while coaching a growing team in a fast-paced, global environment.

You’ll use AI to improve speed and quality, identify risks and resourcing gaps, and partner with cross-functional teams to implement scalable processes. A hands-on leader who values psychological safety will help propel Propeller’s mission.