Support Operations Manager
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Job Description
Support Operations Manager at PlentyONE optimizing support operations and managing key metrics. Leading initiatives for AI transformation and improving customer experience.
Responsibilities:
- Process & Workflow Optimization: Design, document, and continuously refine all internal support workflows, including ticket handling, escalation paths, and incident management, to maximize efficiency and effectiveness.
- Tools & Systems Management: Own and administer our complete support tech stack (e.g., Zendesk, Intercom, telephony systems, QA software). You'll ensure our tools are configured optimally and our team is fully trained to leverage them.
- Data & Performance Analytics: Define and monitor all key support metrics (e.g., First Response Time, CSAT, First Contact Resolution). You will build and maintain dashboards to track performance and deliver actionable insights to leadership.
- Workforce Management: Develop and manage forecasting models for support volume, plan staffing levels, and create agent schedules to ensure we consistently meet our Service Level Agreements (SLAs).
- Quality Assurance & Enablement: Establish and oversee a robust Quality Assurance (QA) program to monitor and improve the quality of support interactions. You'll collaborate with team leads to identify training needs and support the onboarding of new agents.
- Cross-Functional Collaboration: Partner with other departments, including Product, Engineering, and a broader CX team, to provide feedback and data that will help improve the overall customer experience.
- AI Strategy & Implementation: Lead the charge in identifying, evaluating, and implementing AI tools within our support ecosystem. This includes deploying chatbots for deflection, agent-assist tools for real-time guidance, and AI for intelligent ticket routing and sentiment analysis.
Requirements:
- Proven Experience: 3+ years in Support Operations, Help Desk Management, or a similar operational role.
- Analytical Mindset: You are a data fanatic with strong analytical skills and a proven ability to use metrics to drive decisions and tell a compelling story.
- Process-Oriented: You have a natural talent for building efficient, scalable processes and are meticulous about documentation.
- Tech-Savvy: You have deep, hands-on experience administering help desk software (e.g., Zendesk, Salesforce Service Cloud, Intercom) and related support tools.
- Problem Solver: You excel at identifying operational bottlenecks and implementing effective solutions.
- Excellent Communicator: You can clearly communicate complex operational and data-related concepts to stakeholders at all levels.
Benefits:
- Your voice counts!
- Your ideas for the success of plentysystems and our support to take care of you personally
- We remote together - we stand for a digital thinking, working and decision-making solution.
- It means the freedom to work from anywhere in Germany and Romania.
- Work-life balance & a headquarters in Kassel, Berlin and Timisoara.
- Up to date: work with the latest hardware and technology.
- Always better: further training budget and a wide range of workshops.
- RO: Well provided for: 7 card Gym subscription, Pluxee card for meal tickets, Private medical insurance.
- DE: Well provided for: extensive social benefits, e.g. childcare subsidy, Edenred credit card, company pension scheme, anniversary bonus
- DE: Get mobile with us: "Deutschland Ticket" for public transport and bike leasing
- Team events and legendary plenty parties.
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