Customer Support Operations Manager, Voice & High-Value Programs

Customer Support Operations Manager, Voice & High-Value Programs

As the Customer Support Operations Manager – Voice & High-Value Programs, you will lead one of the key operational verticals within the Customer Service function at a fast-growing FinTech / Crypto startup. You will serve as the primary point of contact between the company and its outsourced support partners for a strategic, client-facing line of business. Your top priority will be to ensure exceptional service delivery while maintaining operational excellence, high performance, and adherence to the company's quality standards. You will bring a strong understanding of customer support service models and the ability to drive results through a combination of technical knowledge and operational discipline. In this role, you will own execution of the service strategy, proactively resolve operational challenges, and identify opportunities to improve both customer satisfaction and internal efficiency. You will also lead projects and initiatives within this service vertical, ensuring successful implementation and ongoing performance tracking. Central to this role is the ability to build strong, collaborative relationships with both internal and external partners, ensuring consistent alignment on performance goals. You will lead regular business reviews, assess delivery against KPIs, and provide clear, actionable feedback and operational support. As a key member of the broader Customer Service organization, you will work closely with cross-functional teams including Operations, Support Analytics, Quality Assurance, CRM, Resource Planning, and Product to deliver a best-in-class service experience and strengthen relationships with high-value customers.

Responsibilities

• Lead delivery of operational goals and service levels within the support function, ensuring high satisfaction across internal and external stakeholders.
• Own day-to-day operational performance of the Voice & High-Value Programs, ensuring customers feel supported, valued, and confident in the service provided.
• Act as the primary point of contact for outsourced partners, driving accountability against KPIs, SLAs, and operational standards.
• Partner with leadership to define and execute service strategy, operational processes, and continuous improvement initiatives across the voice support function.
• Use internal tools, systems, and reporting to monitor performance, identify trends, and proactively address operational risks or service gaps.
• Drive continuous improvement through cross-functional collaboration and alignment on best practices.
• Support Resource Planning by providing input on capacity planning, coverage models, and headcount adjustments based on business needs.
• Manage escalations, high-priority tickets, and critical service requests, ensuring timely resolution and clear communication.
• Assist internal teams in resolving complex or sensitive service issues, acting as an escalation point and subject-matter expert where required.
• Ensure strict adherence to internal policies, regulatory requirements, and quality standards across all voice interactions.
• Identify and implement productivity and efficiency improvements across the Customer Support function, including enhancements to processes, tools, and workflows.
• Serve as a subject-matter expert on the company's products, policies, procedures, and customer use cases related to high-value users.
• Provide coaching, guidance, and procedural clarification to partner teams and internal stakeholders.
• Document processes and contribute to operational playbooks, SOPs, and knowledge resources.
• Take ownership of ad hoc initiatives, change management efforts, and emerging business needs as they arise.

Qualifications

• Minimum 2+ years of experience in a management or team leadership role within customer support, customer service operations, or a client-facing environment.
• Proven experience managing or overseeing support operations, preferably including voice or real-time support channels.
• Strong operational mindset with experience owning performance outcomes, KPIs, SLAs, and service quality metrics.
• Demonstrated ability to apply structured problem-solving to identify root causes and drive operational improvements.
• Excellent verbal and written communication skills, with the ability to confidently engage with agents, partners, and senior stakeholders.
• Comfortable handling sensitive topics (account security, compliance-related issues, customer escalations) with discretion and sound judgment.
• Strong analytical and attention-to-detail skills, with experience using data and reporting to support operational decision-making.
• Ability to build effective working relationships across cross-functional teams and outsourced partners.
• Self-directed and adaptable, comfortable working in fast-paced startup environments.
• Proficiency in Excel and/or Google Sheets and standard operational reporting tools.
• Experience in financial services, fintech, payments, or cryptocurrency is a strong plus but not required.