Operations Manager, Customer Support

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Propeller

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏗️ Construction

Construction

Propeller is a cloud-based geospatial platform and site command center that consolidates survey data, drone photogrammetry, LiDAR, and machine telematics into a single map for earthworks and site management. The company provides survey-grade capture workflows (PPK, AeroPoints), high-precision processing, add-ons like DirtMate GNSS telematics and AeroPoints ground control, and CAD and design overlays so teams can measure volumes, track progress, monitor machine productivity, and collaborate across the field and office. Propeller is hardware-agnostic, integrates with common construction and survey tools (e. g. , Trimble, Procore, Autodesk), and targets construction, mining, aggregates, and survey/engineering teams for site analytics, reporting, and operational coordination.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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