Support Operations Manager

Job Description:

We are seeking a proactive, results-oriented Support Operations Manager to work alongside our Head of Customer Support in driving key operational and strategic initiatives. This role is critical in optimizing our customer support function by introducing efficiencies that enhance performance and reduce costs.

The ideal candidate is data-driven, solution-oriented, and process-focused, with strong skills in working with numbers. They excel at leveraging technology and optimizing processes to enhance customer experience while reducing operational costs. This role emphasizes efficient support operations, continuous improvement, and performance optimization.

Key Responsibilities:

AI Integration & Innovation

• Continue and optimize the usage of AI technologies within the customer support function.
• Identify opportunities to leverage AI tools (e.g., chatbots, predictive analytics) to enhance customer experience, reduce manual workloads, and drive down operational costs.

Automation & Self-Service Enhancement

• Improve automation workflows and scalable self-service solutions, including FAQ pages and knowledge bases.
• Streamline processes to reduce inefficiencies and minimize support-related costs while maintaining high levels of customer satisfaction.

Internal Stakeholder Management

• Act as a liaison for the support function, following up on changes, addressing issues, and prioritizing support-related initiatives.
• Collaborate closely with cross-functional teams (Product, Operations, Risk) to align support process improvements with business objectives and advocate for support team needs.

Vendor Management & Negotiations

• Collaborate with the Head of Customer Support to ensure vendor SLAs are consistently met and manage relationships with external Customer Service centers.
• Regularly update SOW to reflect business needs and negotiate terms with vendors to balance cost efficiency with high-quality service delivery.

Strategic Customer Support Initiatives

• Work with the Head of Customer Support on strategic planning and initiatives that drive efficiency and cost reduction.
• Analyze customer support performance data to identify trends and opportunities for cost reduction while improving service levels.

Qualifications:

• Proven experience in customer support, operations, or related fields, with a focus on strategic cost-saving initiatives.
• Strong knowledge of AI tools, automation, and self-service solutions for customer support.
• Data-driven, process-oriented, and solution-focused problem solver.
• Exceptional communication and stakeholder management skills, with the ability to influence cross-functional teams.
• Experience in vendor negotiation and managing outsourced service providers.
• Ability to balance immediate operational needs with long-term strategic planning.
• Analytical mindset with the ability to interpret data and develop actionable strategies for cost reduction and efficiency.
• A degree in Strategic Operations or Business Operations.

Our Offer to You

At Rebtel, you are our most important asset, and we provide a comprehensive package of benefits and perks to enhance your well-being and work experience, including:

• Comprehensive Pension Plan
• Health Checkups and Private Medical Insurance
• 10k Bucket (net) for wellness allowance and travel (benefit taxed)
• Discount on gym memberships
• Bonus program
• Parental leave pay
• 30 days of annual vacation
• Relocation support for a smooth transition if you're joining us from afar
• A modern office in central Stockholm