Customer Support Operations Manager

We are seeking a strategic data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support this role you will be the Command Center for our operations responsible for ensuring our 24/7 global enginespanning BPO and In-house teamsruns at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.

What am I going to do

• Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
• Global WFM & Forecasting: Own the global staffing model capacity planning and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
• Operational Performance & Strategy: Analyze high-level support data (SLA AHT Cost per ticket) to identify trends bottlenecks and strategic opportunities for improvement.
• BPO Performance Management: Serve as the operational focal point for our BPO partners ensuring they meet staffing commitments discipline and performance targets.
• AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.

Incident Management: Act as the final operational point of contact during high-impact events outages or critical escalations leading the mitigation process.

At Fiverr we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace from our community to our product. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race color religion sex sexual orientation citizenship national origin disability Veteran status or any other characteristic protected by addition Fiverr will provide accommodation to individuals with disabilities or special needs.

Requirements:

• At least 5 years of experience in Customer Support Operations or Workforce Management (WFM) in a high-scale global environment.
• Proven experience in managing managers (Shift Leads/TLs) and leading large-scale operations (100 agents).
• Deep expertise in Zendesk Explore and data visualization tools - A Must.
• Strategic understanding of support technologies including AI automation and their impact on operational KPIs.
• Strong analytical mindset with the ability to translate complex data into actionable staffing and performance strategies.
• Excellent communication and stakeholder management skills.
• Ability to operate effectively under pressure in a fast-paced environment.