Passes
Support Operations Manager
Los Angeles
Sponsorship not specifiedDetected 153 days ago
SQLData VisualizationZendeskLeadershipCommunication
About the role
- We're 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.
Responsibilities
- Manage and coach a growing team of Support Associates
- Oversee external BPO partners (Tier 1), including weekly SLA reviews, escalation management, headcount planning, and performance alignment.
- Serve as the primary liaison for key support vendors, including BPO Tier 1 support, chatbot, ticketing platform (Zendesk), DMCA takedown partner, etc.
- 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.
- 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.
Requirements
- 4+ years of experience in support operations, customer experience, or trust & safety within a fast-paced environment (preferably startup or creator economy).
- Advanced knowledge of Zendesk administration and optimization.
- Proven success managing BPO vendors and service-level metrics.
- Excellent written and verbal communication skills, with the ability to navigate sensitive or high-pressure situations.
- 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.
- Required
- Strong leadership experience - managing teams and external partners.
- Analytical mindset with comfort using data to identify trends and inform decisions.
- Preferred
- Competitive salary and equity (up to $130,000 annually DOE)
- Comprehensive health, dental, and vision coverage
Compensation
- Competitive salary and equity (up to $130,000 annually DOE)
Company info
- 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 fast-powered 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 around The Lilian, our headquarters and multi-purpose creative space for community events, productions, and partner activations.
Equal opportunity
- Passes is proud to be an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
This listing is sourced directly from Passes's careers page and normalized into a canonical job model.