THE ROLE
Our Senior Manager, Support Operations 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 center specialist, you will drive daily operational rigor across all core metrics - including CSAT, speed, resolution, and backlog - by diving deep into the queues and data.
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 optimizing human-to-machine collaboration. This is a frontier position designed for an operationally rigorous leader ready to define best practice for the future of blended customer support.
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
- Define which interactions go to AI, which go to humans, and where they work together
- Own unified reporting that makes both workforces visible and measurable
Customer & Stakeholder
- Surface voice of customer insights to drive process improvement and close the loop with Product
- Front high-stakes merchant escalations directly
- Keep support operations aligned to commercial and account health priorities
WHAT YOU BRING
- Experience leading customer support or contact centre teams, which has included managing offshore or BPO operations directly.
- Deep expertise in contact centre KPIs and performance management – you think in terms of FCR, AHT, CSAT, SLA adherence, occupancy and throughput, and you manage to them daily.
- Proven track record managing Team Leads and building team 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. You do not need to have built AI agents, but you need to understand how to lead, measure and quality-assure them.
- A bias for data. You live in dashboards, spot trends early and make decisions based on what the numbers tell you – not intuition alone.
- Strong communication skills – able to manage BPO relationships with commercial rigour and brief senior stakeholders with clarity and precision.
- Experience with incident management and cross-functional escalation in a SaaS or technology environment.
- Comfortable with ambiguity. The blended human + AI workforce model is still emerging – you will be defining the playbook, not following one.
SaaS, logistics or ecommerce industry experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.
