Operations Manager, Customer Support

🕒 Ontem

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Propeller

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2014

🏗️ Construção

Construction

A Propeller é uma plataforma geoespacial em nuvem e um centro de comando de site que consolida dados de levantamento, fotogrametria de drones, LiDAR e telemática de máquinas em um único mapa para movimentação de terra e gerenciamento de sites. A empresa oferece fluxos de trabalho de captura com nível de precisão de levantamento (PPK, AeroPoints), processamento de alta precisão, complementos como telemática GNSS DirtMate e controle de solo AeroPoints, além de sobreposições de CAD e design para que as equipes possam medir volumes, acompanhar o progresso, monitorar a produtividade das máquinas e colaborar no campo e no escritório. A Propeller é agnóstica em relação a hardware, integra-se com ferramentas comuns de construção e levantamento (ex. : Trimble, Procore, Autodesk) e atende equipes de construção, mineração, agregados e levantamento/engenharia para análises de site, relatórios e coordenação operacional.

Descrição

• Own and drive Propeller’s 24/7 customer service operations across chat and email • Set direction for the 24/7 support function, aligning goals, service standards, and ways of working with the customer experience strategy • Drive operational performance by owning customer service initiatives, identifying risks and resourcing gaps, and communicating progress and recommendations to leadership and stakeholders • Act as a hands-on player-coach, guiding the team through complex scenarios and collaborating across departments • Mentor team members, set expectations and goals, run regular 1:1s, provide feedback, and support performance and career growth • Identify workflow bottlenecks and implement automation and process improvements to increase speed, quality, and consistency • Foster a positive, psychologically safe, accountable team culture as the function scales

🎯 Requisitos

• Confident people leadership experience, including coaching team members, developing emerging leads, setting expectations, and building accountability • Strong operational judgement and ability to identify process gaps, prioritise improvements, and create scalable ways of working • Hands-on knowledge of support tools and systems such as Zendesk, Sling, Notion, or similar platforms • Ability to use support tools to improve team visibility, planning, and performance • Curiosity and confidence with AI, including championing adoption and experimenting with new workflows • Passion for developing people and creating a supportive, engaged growth environment • Strong cross-functional collaboration skills across Customer Success, Geospatial Solutions, People, and other stakeholder teams • Data-informed approach using support metrics, customer trends, and team performance insights • Experience implementing AI-enabled workflows is a bonus • Experience in a SaaS or start-up environment is a bonus • Exposure to construction, earthworks, GIS, mapping, surveying, or similar technical industries is a bonus

🏖️ Benefícios

• HMO gold medical insurance • Paid vacation and sick leave • Paid parental leave policies • Annual professional development budget and leave • The opportunity to take part in our mentorship program • WFH equipment provided • Monthly WFH allowance • Employee share options