Operations Manager (CS)

TL;DR

Operations Manager (CS): Managing and optimizing the customer support pillar to ensure exceptional gamer experiences with an accent on team leadership, performance metrics, and cross-functional operational strategy. Focus on driving efficiency in support workflows, coaching leadership staff, and utilizing data to diagnose and resolve complex operational challenges.

Company

hirify.global is a rapidly scaling marketplace for gamers, serving millions of users with a platform focused on trust, safety, and accessibility.

What you will do

• Oversee end-to-end performance of the customer support division, ensuring key metrics like FRT, FCR, and backlog health are maintained.
• Lead and coach a team of managers, fostering an autonomous and high-performing leadership layer.
• Analyze daily performance data to identify bottlenecks and intervene proactively before issues escalate.
• Partner with Quality, Automation, and WFM teams to ensure tools and training programs align with operational needs.
• Execute strategic capacity planning in collaboration with the WFM Supervisor to optimize staffing and scheduling.
• Serve as the primary escalation point for complex operational issues and represent the division in cross-functional strategy sessions.

Requirements

• 3–6 years of experience in high-growth operations, including at least 2 years leading large structures of 30+ people.
• Proven ability to improve key CS metrics (FRT, FCR, CSAT) through structural changes.
• Data-driven mindset with the ability to diagnose root causes and make decisions using dashboards.
• Strong leadership skills with a focus on structured coaching and developer of direct reports.
• Familiarity with digital marketplaces, e-commerce, or gaming industries.
• Tech-fluent with experience in modern support tools like Kustomer, Zendesk, or Looker.
• Professional proficiency in written and spoken English for strategy and mentoring.

Culture & Benefits

• Flexible work environment: choose between office, remote, or work-and-travel.
• Access to an Employee Stock Options program.
• Performance-based and referral bonus systems.
• Additional paid leave and personal learning budget.
• Paid volunteering opportunities.
• Exponential professional growth with structured feedback and promotion processes.