Customer Operations Manager

À propos de ce poste

The role Own the operational backbone of our customer experience. You keep the support operation running smoothly, manage our BPO partner, and build the self-service infrastructure that lets customers help themselves — and lets our team focus on what actually needs a human. A senior, hands-on role with real ownership and direct access to the team lead. What you'll own BPO management: day-to-day relationship, performance tracking, briefings, and making sure they have everything they need to handle first-line support well. 2nd line support: complex or sensitive customer emails that escalate beyond the BPO land with you. You own them and you sort them. Self-service & AI: setting up AI chatbots, exploring Freshdesk's automation and AI capabilities, and building a Help Center that actually defl…

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