About the role
Note: Night Shift (9 PM-6 AM), Hybrid (First 3 months of training are onsite)
Role Overview
The Operations Assistant Manager is responsible for improving agent productivity, quality, and career growth within the Customer Support team. This role focuses on performance coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations. The role manages a team of Customer Support Agents at different levels, including Platinum call clients with high-touch care, and directly oversees at least two Team Leaders and/or a special project.
Key Responsibilities
- Conduct 1:1 coaching sessions to improve FCR, AHT, and CX scores; develop personalized improvement and career growth plans for agents at all performance levels.
- Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence); identify performance gaps through call/chat/case monitoring and ticket audits.
- Collaborate with WFM to forecast staffing needs; work with CX and Technical Coach to align coaching with evaluation criteria.
- Lead group workshops on efficiency, problem-solving, and product knowledge; develop quick-reference guides and micro-learning content.
- Identify recurring patterns and recommend process improvements to reduce escalations and bridge the gap between customers and the product team.
- Assist in new hire nesting and OJT to accelerate ramp-up time.
- Oversee and implement special projects assigned by management based on business needs.
Qualifications
- 3+ years in Tier 1/Tier 2 technical support in SaaS, property tech, or ERP software is required.
- Proven track record in coaching or mentoring in a metrics-driven environment is required.
- Proficiency in Property Management Software / Pricing Software, or ability to rapidly learn.
- Basic SQL/ticketing system proficiency (Salesforce, Zendesk).
- Strong experience with support KPIs (FCR, AHT, CSAT).
- High emotional intelligence, collaborative mindset, and adaptive communication skills.
- Willing to work in a hybrid setup with occasional overtime or on-call support.
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