> Markdown version of [/jobs/ext/1570801-senior-voice-support-manager](https://www.wearedevelopers.com/jobs/ext/1570801-senior-voice-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Senior Voice Support Manager

- **Company:** Progress Partners
- **Location:** Eu, France (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Data Analytics, Zendesk
- **Published:** July 31, 2026
- **Apply:** https://fr.indeed.com/viewjob?jk=31e503fee623fdf0

## About the Role

* 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.

## Description

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.


## Related Videos

- [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability)
- [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data)
- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Successful talent development in tech: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1497-successful-talent-development-in-tech-a-joint-journey-of-executives-and-talents)
- [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games)
- [Data Analytics with Microsoft Fabric: End-to-End Use Case with Data Agents](https://www.wearedevelopers.com/videos/1547-data-analytics-with-microsoft-fabric-end-to-end-use-case-with-data-agents)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette)
- [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)
- [Jobs in Tech: The State of the European Market](https://www.wearedevelopers.com/magazine/575-jobs-in-tech-the-state-of-the-european-market)
- [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)