Senior Voice Support Manager

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., * 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.

• 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.

Pulled from the full job description

• Unlimited paid time off, * 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.

Progress Partners is a fast-growing technology company building and scaling next-generation SaaS and mobile platforms. We blend creativity with data-driven execution to ship high-impact products, including AI-powered tools, productivity platforms, and workflow software, used by millions of people in more than 160 countries.

Our global team of experts in software development, product design, growth, and analytics collaborates across time zones to deliver category-defining innovations. We work end-to-end across the product lifecycle: design, build, launch, and scale.

If you’re passionate about building transformative products, Progress Partners is a place to make a lasting impact.