Manager, Support Operations

Philippines

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, E-commerceIndustries

Requirements

Candidates must have over 5 years of experience in Support Operations, Workforce Management, or Customer Experience roles, with proven experience in workforce planning, scheduling, and forecasting for a 24/7 global support environment. Proficiency in Zendesk reporting tools (Explore, custom dashboards, APIs), working knowledge of Deel for global team logistics, and high proficiency in Excel/Google Sheets are required. SQL and BI tools like Looker or Tableau are a plus. Experience managing or partnering with offshore teams, excellent analytical and communication skills, and the ability to work independently in a fast-paced environment are essential.

Responsibilities

The Manager, Support Operations will act as a strategic partner to the Manager of Support, driving continuous improvement initiatives and owning root-cause analysis for support issues. They will manage and coach the support operations team, develop and implement dynamic scheduling models for 24/7 coverage, and lead short- and long-term volume forecasting. This role involves monitoring real-time performance, owning and improving regular reporting on key metrics, building dashboards for leadership visibility, and translating data into actionable insights. Additionally, they will own support tooling and systems, collaborate with engineering and product teams to improve integrations and workflows, and define, document, and optimize processes for frontline agents.

Skills

Workforce Management

Forecasting

Scheduling

Process Improvement

Root Cause Analysis

Performance Reporting

Customer Support

Data Analysis

Operational Efficiency

Helium

Decentralized peer-to-peer wireless network for IoT

About Helium

Helium creates a decentralized wireless network specifically for Internet of Things (IoT) devices, such as smart collars and sensors. Their network operates on a peer-to-peer model, allowing devices to communicate without relying on traditional cellular plans. Users can purchase and set up IoT hotspots that contribute to the network's coverage, and in return, they earn Helium's cryptocurrency, HNT. This approach not only reduces costs for businesses and developers needing reliable connectivity for their IoT devices but also incentivizes users to expand the network. Helium stands out from competitors by offering a community-driven solution that combines hardware and blockchain technology, aiming to make IoT connectivity more accessible and efficient.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$354.9MTotal Funding

SERIES_DCompany Stage

Hardware, Consumer Software, Crypto & Web3Industries

51-200Employees

Benefits

100% company-paid health insurance premiums (medical, dental, and vision) for you and your dependents

Paid vacation and company holidays

Vacation stipend

Monthly gym stipend

Annual hardware stipend

Health FSA

Risks

Emerging competition from Web3 phones like Solana Mobile could challenge Helium's market position.

BlockDAG's high ROI announcement may attract investors away from Helium's cryptocurrency.

SkyNet IoT's expansion may strain Helium's resources, leading to potential service disruptions.

Differentiation

Helium uses a unique Proof-of-Coverage algorithm for validating wireless network coverage.

The platform incentivizes network expansion through cryptocurrency rewards for IoT hotspot operators.

Helium offers a decentralized alternative to traditional cellular plans for IoT connectivity.

Upsides

Integration with Web3 phones like Solana Mobile enhances network reach and user engagement.

Collaboration with SkyNet IoT opens new market opportunities in maritime sectors.

Telefónica's integration expands Helium's coverage in remote areas, enhancing network reliability.

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