> Markdown version of [/jobs/ext/200498-support-operations-manager](https://www.wearedevelopers.com/jobs/ext/200498-support-operations-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). --- # Support Operations Manager - **Company:** Passes, Inc. - **Location:** Los Angeles, CA, United States - **Experience:** Experienced - **Salary:** $130,000.0 - **Contract:** Permanent contract - **Skills:** Standard Sql, Chatbots, Tools for Reporting, Zendesk, Looker Analytics - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6ea6427b2dcebd8d ## About the Role Do you have experience in Zendesk?, * 4+ years of experience in support operations, customer experience, or trust & safety within a fast-paced environment (preferably startup or creator economy). * Strong leadership experience - managing teams and external partners. * Advanced knowledge of Zendesk administration and optimization. * Proven success managing BPO vendors and service-level metrics. * Analytical mindset with comfort using data to identify trends and inform decisions. * Excellent written and verbal communication skills, with the ability to navigate sensitive or high-pressure situations. Preferred * Experience in the creator economy or social media platforms. * Working knowledge of SQL, Looker, or similar analytics tools. * Experience owning departmental budgets and vendor negotiations. ## Description We're looking for a proactive, data-minded, and empathetic Support Operations Manager to lead day-to-day operations within the Support & Safety (S&S) organization. This role is responsible for managing internal and outsourced (BPO) support teams, driving operational excellence across systems and workflows, and ensuring creators and fans receive a world-class support experience. The ideal candidate is both strategic and hands-on - someone who can manage people and vendors, optimize Zendesk infrastructure, handle sensitive customer escalations, and identify ways to continuously improve service delivery and efficiency., Team & Vendor Leadership * Manage and coach a growing team of Support Associates; set goals, clear blockers, and ensure ongoing performance feedback and development. * Oversee external BPO partners (Tier 1), including weekly SLA reviews, escalation management, headcount planning, and performance alignment. * Serve as the primary liaison for key support vendors, including BPO Tier 1 support, chatbot, ticketing platform (Zendesk), DMCA takedown partner, etc. Operational Excellence * Own SLAs and core KPIs such as CSAT, NPS, first-response time, and resolution time. * Build and optimize workflows, SOPs, and escalation processes for support and trust & safety operations. * Maintain and enhance Zendesk infrastructure - users, automations, triggers, macros, and overall system hygiene. * Lead continuous improvement initiatives by analyzing ticket trends, VOC data, and root cause insights to improve efficiency and customer satisfaction. * Collaborate cross-functionally with Product, Engineering, and Creator Success teams to resolve complex issues and influence roadmap priorities. Reporting & Analysis * Generate regular reports and insights on support metrics and performance trends for leadership and company all-hands. * Identify key operational blockers and propose data-driven solutions to improve support and safety operations. * Own the Support department budget and forecast future costs based on growth projections and tooling needs. Customer Experience & Advocacy * Act as the "voice of the customer" for creators and fans, advocating for policy or product improvements based on feedback and recurring issues. * Handle sensitive or VIP customer escalations directly, demonstrating strong empathy, professionalism, and discretion. * Support ongoing moderation, policy enforcement, and trust & safety workflows with consistency and fairness. ## Related Videos - [Inside Bitpanda's Tech Stack: Scaling a European Fintech Leader - Markus Dorner](https://www.wearedevelopers.com/videos/1979-inside-bitpanda-s-tech-stack-scaling-a-european-fintech-leader-markus-dorner) - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies)