Senior Voice Support Manager

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Progress Partners

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚡ Productivity

🤖 Artificial Intelligence

SaaS • Productivity • Artificial Intelligence

Progress Partners is a technology company that designs, builds, launches, and scales next-generation SaaS and mobile platforms. They specialize in creating self-serve, globally scalable SaaS products across areas like AI tools, productivity and workflow tools, collaboration platforms, and marketing solutions. Progress Partners operates as a fully remote, multi-skilled product team focused on results, long-term scalability, data-driven decisions, and user adoption; their platforms serve millions of users every month across 160 countries.

📋 Description

• Set up and maintain voice & SMS support for one or more products in the company portfolio. • Own the day-to-day operations of the channel: manage BPO representatives, monitor their quality, and keep instructions, workflows, and requests up to date. • Define and maintain quality standards, scripts, and knowledge resources for the voice and SMS support teams. • Constantly analyze the operation (KPIs, call quality, customer feedback) and bring ideas and initiatives for improvement. • Report to the Head of Support on performance, and proactively flag any inconsistencies, anomalies, or incidents. • Collaborate with internal teams and external BPO partners to ensure smooth launches, changes, and escalations.

🎯 Requirements

• 5+ years of experience in voice (phone) & SMS support, including at least 3 years in a senior role (supervisor, team lead, or manager). • Proven experience leading or managing a voice support team of at least 6 people. • Hands-on experience administering support CRMs, with Zendesk being a must. • English at B2+ level or higher (proven, e.g. by certification or demonstrated in interview). • Strong analytical mindset: comfortable working with support metrics and turning data into improvement initiatives. • Excellent communication and people-management skills, including experience working with outsourced/BPO teams.

🏖️ Benefits

• Remote-first: work from anywhere in the world, no relocation required. • Flexible hours: we measure outcomes, not time at a desk. • Unlimited PTO: take the time you need to rest, recharge, and do your best work. • Learning & development budget: courses, books, conferences, certifications, whatever helps you grow. • Performance-based compensation: your impact directly shapes your pay and career trajectory. • A small, senior, collaborative team where your work is visible and your decisions matter. • The chance to build products used by millions of people across 160+ countries.