Lead and develop a team of support supervisors and agents across internal and outsourced partners.
Set clear goals and hold teams accountable to performance outcomes; publicly celebrate success and address gaps transparently.
Partner with BPO/vendor managers to align on SLAs and performance standards.
Own and drive key KPIs including CSAT, FCR, AHT, Service Level, chat/email response times, and quality scores.
Leverage data-driven approaches to identify trends, uncover root causes, and implement improvements.
Oversee B2B support delivery across chat, email, and outbound phone channels.

🎯 Requirements

5+ years in customer support or success ops; 2–3 years people mgmt.
Experience managing outsourced/BPO support teams with SLAs accountability.
Proven track record managing B2B support in SaaS/tech.
Experience managing multi-channel support (chat, email, outbound phone).
Strong analytical skills; build reports and decisions from metrics.

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