Customer Support Operations Manager

Heredia, Costa Rica

Position Objective

The objective of this position is to optimize Customer Support operations through accurate data analysis, workforce planning, technology, and process improvement. This role ensures reliable reporting, effective coverage, efficient use of support tools, and the successful execution of operational initiatives to enable data-driven decision-making and improve overall team performance. This is an individual contributor position with no direct reports.

Responsibilities

Own operational reporting, ensuring data accuracy, consistency, and timely delivery.
Develop and maintain dashboards, trackers, and performance reports.
Coordinate workforce, staffing, shift, capacity, and coverage planning.
Administer and optimize Customer Support systems, including Salesforce, AI tools, and BI platforms.
Track agent onboarding, certification, and 30-, 45-, and 90-day ramp-up progress.
Identify measurement gaps and develop relevant operational metrics.
Automate manual reporting and operational processes.
Coordinate technology and process-improvement initiatives across multiple workstreams.
Support operational reviews and follow up on decisions, action items, and deliverables.
Collaborate with Support, Enablement, IT, and other stakeholders to improve operational efficiency.

Requirements

4+ years of experience in Support Operations, Workforce Management, Business Operations, or a related function within a technical support organization.
Strong experience in operational data analysis, reporting, and dashboard development.
Advanced Excel skills and experience with BI tools.
Solid knowledge of Salesforce reporting and data management.
Experience with workforce planning, staffing models, shift planning, capacity planning, and coverage analysis.
Experience coordinating technology, automation, or process-improvement projects.
Strong project and program management skills, with the ability to manage multiple workstreams simultaneously.
Strong attention to detail and the ability to ensure data accuracy, consistency, and timely delivery.
Strong stakeholder management and cross-functional collaboration skills.
Advanced English proficiency.

To apply for this job please visit recluta.org.