Senior Voice Support Manager

Progress Partners

11d • Remote

About The Position

We are looking for a Senior Voice Support Manager to own voice and SMS support for one or more products in our portfolio. You will run the day-to-day operation, manage our BPO partners, and continuously improve the channel, reporting directly to the Head of Support. This role is ideal for a hands-on support leader who knows Zendesk inside and out, has managed voice teams before, and thrives on data-driven improvement.

Requirements

• 5+ years of experience in voice (phone) & SMS support, including at least 3 years in a senior role (supervisor, team lead, or manager).
• Proven experience leading or managing a voice support team of at least 6 people.
• Hands-on experience administering support CRMs, with Zendesk being a must.
• English at B2+ level or higher (proven, e.g. by certification or demonstrated in interview).
• Strong analytical mindset: comfortable working with support metrics and turning data into improvement initiatives.
• Excellent communication and people-management skills, including experience working with outsourced/BPO teams.

Responsibilities

• Set up and maintain voice & SMS support for one or more products in the company portfolio.
• Own the day-to-day operations of the channel: manage BPO representatives, monitor their quality, and keep instructions, workflows, and requests up to date.
• Define and maintain quality standards, scripts, and knowledge resources for the voice and SMS support teams.
• Constantly analyze the operation (KPIs, call quality, customer feedback) and bring ideas and initiatives for improvement.
• Report to the Head of Support on performance, and proactively flag any inconsistencies, anomalies, or incidents.
• Collaborate with internal teams and external BPO partners to ensure smooth launches, changes, and escalations.

Benefits

• Remote-first: work from anywhere in the world, no relocation required.
• Flexible hours: we measure outcomes, not time at a desk.
• Unlimited PTO: take the time you need to rest, recharge, and do your best work.
• Learning & development budget: courses, books, conferences, certifications, whatever helps you grow.
• Performance-based compensation: your impact directly shapes your pay and career trajectory.
• A small, senior, collaborative team where your work is visible and your decisions matter.
• The chance to build products used by millions of people across 160+ countries.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed