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Senior Manager, Support Operations
Full-time
This role leads the engine room of Shippit's customer support operation, managing our offshore human team and our emerging Agentic AI workforce as a single, unified service delivery function. As a hands-on contact centre specialist, you will drive daily operational rigour across all core metrics, including CSAT, speed, resolution, and backlog. What sets this role apart is the AI dimension: you will lead and govern the Agentic AI workforce as a direct extension of the human team, setting quality standards, monitoring for drift or hallucination, and optimising human-to-machine collaboration.
Day to Day
Offshore & BPO Operations
End-to-end performance of the offshore support team: SLA adherence, CSAT, resolution rates and quality scores.
BPO partner governance: contracts, service reviews, escalation frameworks and continuous improvement.
Rostering, capacity planning and real-time queue management.
AI Workforce Management
Lead the Agentic AI workforce like a team: set standards, monitor performance and hold it accountable.
Build and maintain a QA framework covering hallucination, drift and human escalation triggers.
Partner with Business Systems & CX (AI) to feed operational insight back into agent configuration.
Blended Workforce Strategy & Stakeholders
Define which interactions go to AI, which go to humans, and where they work together, with unified reporting.
Surface VOC insights, front high-stakes merchant escalations, and align support to commercial and account health priorities.
What You Bring
5+ years leading customer support or contact centre teams, with at least 2 years managing offshore or BPO operations directly.
Deep expertise in contact centre KPIs and performance management (FCR, AHT, CSAT, SLA adherence, occupancy, throughput).
Proven track record managing Team Leads and building culture in distributed or remote-first environments.
Hands-on experience with CX and support tooling (e.g. Zendesk, Intercom, Freshdesk) including configuration, reporting and workflow design.
Exposure to or strong curiosity about AI-assisted support operations and how to lead, measure and quality-assure them.
A bias for data, strong communication skills, incident management experience, and comfort with ambiguity.
SaaS, logistics or ecommerce experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.
