Support Operations Manager

About Passes

Passes is a rapidly growing tech platform designed to help creators pursue their entrepreneurial dreams and connect deeply with their communities. Founded by visionary tech leader Lucy Guo in 2022 Passes is scaling fastpowered by innovation world-class talent and a mission to empower creators at every stage.

As we continue expanding our footprint in the creator economy we are building out a best-in-class events ecosystem centered aroundThe Lilian our headquarters and multi-purpose creative space for community events productions and partner activations.

Position Overview

Were looking for a proactive data-minded and empathetic Support Operations Manager to lead day-to-day operations within the Support & Safety (S&S) organization. This role is responsible for managing internal and outsourced (BPO) support teams driving operational excellence across systems and workflows and ensuring creators and fans receive a world-class support experience.

The ideal candidate is both strategic and hands-on - someone who can manage people and vendors optimize Zendesk infrastructure handle sensitive customer escalations and identify ways to continuously improve service delivery and efficiency.

Key Responsibilities

Team & Vendor Leadership

• Manage and coach a growing team of Support Associates; set goals clear blockers and ensure ongoing performance feedback and development.
• Oversee external BPO partners (Tier 1) including weekly SLA reviews escalation management headcount planning and performance alignment.
• Serve as the primary liaison for key vendors (Teleperformance Applied Labs Zendesk Internet Removals etc.) managing relationships contracts invoices and renewals.

Operational Excellence

• Own SLAs and core KPIs such as CSAT NPS first-response time and resolution time.
• Build and optimize workflows SOPs and escalation processes for support and trust & safety operations.
• Maintain and enhance Zendesk infrastructure users automations triggers macros and overall system hygiene.
• Lead continuous improvement initiatives by analyzing ticket trends VOC data and root cause insights to improve efficiency and customer satisfaction.
• Collaborate cross-functionally with Product Engineering and Creator Success teams to resolve complex issues and influence roadmap priorities.

Reporting & Analysis

• Generate regular reports and insights on support metrics and performance trends for leadership and company all-hands.
• Identify key operational blockers and propose data-driven solutions to improve support and safety operations.
• Own the Support department budget and forecast future costs based on growth projections and tooling needs.

Customer Experience & Advocacy

• Act as the voice of the customer for creators and fans advocating for policy or product improvements based on feedback and recurring issues.
• Handle sensitive or VIP customer escalations directly demonstrating strong empathy professionalism and discretion.
• Support ongoing moderation policy enforcement and trust & safety workflows with consistency and fairness.

Qualifications

Required

• 4 years of experience in support operations customer experience or trust & safety within a fast-paced environment (preferably startup or creator economy).
• Strong leadership experience managing teams and external partners.
• Advanced knowledge of Zendesk administration and optimization.
• Proven success managing BPO vendors and service-level metrics.
• Analytical mindset with comfort using data to identify trends and inform decisions.
• Excellent written and verbal communication skills with the ability to navigate sensitive or high-pressure situations.

Preferred

• Experience in the creator economy or social media platforms.
• Working knowledge of SQL Looker or similar analytics tools.
• Experience owning departmental budgets and vendor negotiations.

What Youll Get

• Competitive salary and equity (up to $130000 annually DOE)
• Comprehensive health dental and vision coverage
• 401(k) plan with company match
• Unlimited PTO
• Professional development support
• 4x/week in our Hollywood office with an in-house chef (breakfast lunch & dinner!)
  
  

Equal Opportunity Statement

Passes is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.