Support Operations Manager

WHO WE ARE:

Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and Telegram.

Trusted by over 1 million brands in 170+ countries, we're an official Meta Business Partner, backed by top investors, including Bessemer Venture Partners.

With 200+ teammates across international offices in Barcelona, Austin, Amsterdam, São Paulo, and Yerevan — Manychat helps businesses across the globe improve their ROI and grow faster.

WHAT WE'RE LOOKING FOR:

Manychat grows, and so does its Support team. Given the current pace and scale, we’re looking for an Operations Manager to smooth our expansion journey. You will lead the assessment, identification, development, and implementation of strategies, technologies, and initiatives focused on enhancing the performance of the Customer Support team, as well as its collaboration with other teams within Manychat. 

You are a technical expert in Zendesk system administration, along with data and business process analysis. We build world-class and industry-leading best practices to ensure our Support agents deliver unparalleled customer experiences. The ideal candidate is an innovative problem solver with troubleshooting and analytical skills and is motivated by team and company success above everything else.

WHAT YOU’LL DO:

• Gather system requirements, understand business needs, and identify resources as necessary to ensure customer and employee success
• Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision
• Contribute to the administering of all software systems used by Manychat’s Customer Support team and deploy configuration changes when needed
• Run multiple projects simultaneously in an autonomous environment
• Report progress to the Head of Support and the rest of the team regularly

WHAT YOU'LL BRING:

Experience:

• Degree in Technology, Business, Engineering, or a related field.
• 4+ years in customer-facing roles within tech companies; SaaS experience is highly preferred.
• 3+ years of experience in operations management, with a proven track record of leading projects. Background in SaaS, PLG, or Enterprise environments is a strong plus.

Skills:

• Fluency in English, both written and verbal.
• High level of autonomy and independence, with the ability to navigate ambiguity and quickly adapt to new tools and challenges.
• Advanced proficiency in Zendesk administration, including the ability to manage triggers, automations, and workflows. 
• Comfortable working with APIs.
• Above-average data analysis and reporting skills; basic SQL knowledge is a plus.
• Proficiency in Zendesk Explore reporting: deep knowledge of creating custom reports, utilizing formulas, and applying reporting best practices. 
• Solid understanding of Support team processes, frontline agent needs, and key Support metrics.
• Demonstrated ability to lead the research, implementation, and procurement of new technologies.
• Strong aptitude for identifying process inefficiencies and automating workflows using Zendesk, Zapier, or similar tools to improve operational effectiveness at scale.
• Experience with additional support tools like Intercom, Surfboard, and MaestroQA is a plus.
• Proven ability to collaborate cross-functionally, translating business requirements into practical support solutions.
• Team-first mentality, with an unmatched level of support for teammates.

• Ability to travel up to 30% of the time

WHAT WE OFFER:

We care about your growth, well-being, and comfort 💗

• Professional development budget for relevant conference tickets, training programs, or courses.
• Flexible benefits plan to choose the perks that fit your needs.
• Health insurance, including dentistry, psychology sessions, nutrition consultations, surgery, and travel assistance.