Customer Support Operations Manager

Pop On Veneers is one of the fastest-growing direct-to-consumer smile brands in the United States. We help customers smile with confidence through custom-made cosmetic veneers and oral care products.

We are looking for an experienced Customer Support Operations Manager based in the Philippines to oversee our remote customer service team and help manage the systems, workflows, KPIs, automations, and day-to-day performance of our support operation. This is not a customer service representative role or a basic team lead role. We are looking for someone who has real experience managing customer service agents, holding a team accountable, improving workflows, tracking KPIs, training agents, managing underperformance, and making sure the team stays on top of tickets, calls, chats, and follow-ups.

Responsibilities

• Manage the day-to-day performance of customer service agents
• Make sure agents are staying on top of tickets, chats, calls, follow-ups, and escalations
• Monitor productivity, attendance, response times, resolution times, backlog, quality, and other customer support KPIs
• Review customer conversations and provide direct feedback to agents
• Train new agents and retrain agents who are not meeting expectations
• Manage underperformance through coaching, warnings, documentation, and performance follow-up
• Improve Gorgias workflows, macros, automations, tags, views, and ticket organization
• Help manage customer support processes across Gorgias, Shopify, Klaviyo, Jivetel, and related tools
• Identify workflow issues, bottlenecks, repeated customer problems, and opportunities for automation
• Improve SOPs, training materials, support processes, automations, and reporting
• Handle escalated customer situations and difficult cases
• Report team performance, issues, trends, and recommendations to leadership

Requirements

• Previous experience managing customer service agents is required
• Experience managing remote customer support teams is strongly preferred
• Hands-on experience with Gorgias is strongly preferred
• Strong experience tracking customer service KPIs and team performance
• Experience creating or managing automations, macros, workflows, tags, reports, or SOPs
• Comfortable managing agent accountability, coaching, warnings, write-ups, and performance issues
• Strong understanding of response time, resolution time, backlog, QA, productivity, attendance, and escalation management
• Highly organized and comfortable managing a fast-paced customer support operation
• Comfortable working U.S. business hours

Please do not apply if your only experience is answering customer tickets, chats, or calls. We are looking for someone who has managed agents, support systems, KPIs, workflows, automations, and performance accountability.