Our client is seeking a Customer Support Operations Manager – Voice & High-Value Programs to lead operational delivery for a key customer service vertical within a fast-growing fintech/crypto organization. This role will oversee voice support operations, manage outsourced partners, and ensure high-quality service for high-value customers.
Responsibilities & Qualifications
- Lead day-to-day operations for Voice & High-Value customer support programs
- Act as the primary point of contact for outsourced partners and monitor KPIs, SLAs, and service performance
- Manage escalations and high-priority service issues to ensure timely resolution
- Analyze operational data and reporting to identify trends and performance gaps
- Partner with cross-functional teams including Operations, QA, CRM, Product, and Analytics to improve service delivery
- Support capacity planning, operational processes, and continuous improvement initiatives
- 2+ years of leadership experience in customer support or service operations
- Experience managing voice-based or real-time support environments
- Strong understanding of service metrics, KPIs, and operational performance management
- Strong communication and stakeholder management skills
- Experience using Excel or Google Sheets for operational reporting and analysis
- Ability to work effectively in fast-paced or high-growth environments
- Experience in fintech, payments, financial services, or crypto is a plus
