Remote Customer Support Operations Manager Scale & Quality

Appflame; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Unlimited paid sick leave

31 paid vacation days

English lessons and Speaking Club

Annual learning budget

Corporate discounts

Referral bonus

Job summary

appflame is seeking a Senior Customer Support Lead to manage a multinational team of up to 15 agents, ensuring high quality service and bot performance. You will drive training, evaluate performance, and coordinate with the automation manager to improve support tools.

We value hands-on AI tools experience, Zendesk/Jira/Confluence proficiency, and strong communication. Remote work is available with a dynamic, growth-oriented environment.

Qualifications

• 4+ years in customer support or customer success
• 3+ years in a customer support role
• 1+ year in quality control/lead role
• Hands-on experience with AI tools and writing prompts
• Experience with Zendesk/Jira/Confluence/Slack

Responsibilities

• Lead a team of up to 15 agents with 1:1s and goals
• Perform quality control on agents and bots
• Coordinate with automation manager on bot quality
• Drive team quality improvements and training
• Manage monthly bonuses and shift coverage
• Report bugs to product team within 24 hours
• Maintain and update the knowledge base

Skills

Team leadership

Customer support

Quality control

AI tools prompts

Zendesk

Jira

Confluence

Slack

English proficiency

Tools

Zendesk

Jira

Confluence

Slack

Job description

appflame is seeking a Senior Customer Support Lead to manage a multinational team of up to 15 agents, ensuring high quality service and bot performance. You will drive training, evaluate performance, and coordinate with the automation manager to improve support tools.

We value hands-on AI tools experience, Zendesk/Jira/Confluence proficiency, and strong communication. Remote work is available with a dynamic, growth-oriented environment.