Senior Customer Support Operations Manager

About the role

Fiverr is looking for a strategic, data‑driven Senior Customer Support Operations Manager to act as the command center for our 24/7 global support engine. You will oversee both BPO and in‑house teams, ensuring operational excellence, SLA compliance, and continuous improvement through technology and analytics.

Key responsibilities

• Lead and mentor Shift Managers and Workforce Management (WFM) functions to maintain 24/7 operational quality.
• Own the global staffing model, capacity planning, and forecasting for BPO and in‑house agents.
• Analyze support metrics (SLA, AHT, cost per ticket) to identify trends, bottlenecks, and improvement opportunities.
• Manage performance of BPO partners, ensuring staffing commitments and target achievement.
• Serve as Zendesk Admin, partnering with leadership to prioritize automation and AI initiatives.
• Act as the final operational point of contact during high‑impact incidents, leading mitigation and resolution.

Required profile

• Minimum 5 years of experience in Customer Support Operations or Workforce Management in a high‑scale global environment.
• Proven experience managing managers and large teams (100+ agents).
• Strong analytical mindset with ability to translate data into actionable strategies.
• Excellent communication and stakeholder management skills.
• Ability to thrive under pressure in a fast‑paced setting.

Required skills

• Zendesk Explore
• Zendesk Administration
• Data visualization tools (e.g., Tableau, Power BI)
• AI and automation concepts applied to support operations