Support Operations and Insights Manager

Summary

Join Airalo, the world’s first eSIM store, as a Support Operations and Insights Manager! Lead and mentor a high-performing team of support professionals, driving efficient scaling and exceptional customer experiences. This high-impact role directly influences global staffing, operational performance, and strategic planning. You will identify performance gaps, improve processes, and build infrastructure for a rapidly evolving support function. Your leadership, strategic thinking, and data-driven approach will optimize team performance, foster a positive culture, and exceed customer expectations. This role requires deep support process understanding, a passion for customer satisfaction, and the ability to inspire and motivate a team.

Requirements

• 5–10 years of experience in support operations, workforce management, or strategy roles
• Deep understanding of customer support metrics, operations, and staffing dynamics
• Proven track record of owning WFM processes: forecasting, planning, scheduling, real-time management
• Advanced Excel or Google Sheets skills; bonus if familiar with BI tools (e.g. Looker, BigQuery)
• Comfortable interpreting and manipulating large data sets to drive decisions
• Excellent communication and stakeholder management skills
• Experience working with or managing BPO partners

Responsibilities

• Partner with the VP of Support to define and execute the support org’s strategic roadmap
• Identify gaps in process, performance, or structure, and propose practical, scalable solutions
• Collaborate with Product, Engineering, Growth, and other functions to ensure preparedness
• Own short- and long-term ticket volume forecasting, capacity planning, and staffing models
• Translate forecasted volumes and handle time into monthly, weekly, and daily agent requirements across internal and outsourced teams
• Partner with Finance, Recruiting, and BPOs to manage headcount plans and hiring timelines
• Build and optimize schedules, shifts, and coverage plans to meet SLAs across time zones and languages
• Monitor real-time performance and staffing trends, adjusting strategies based on business needs
• Develop dashboards and reporting that provide visibility into utilization, occupancy, shrinkage, and schedule adherence
• Analyze support performance (Volume, CSAT, AHT, FRT, reopen rates, etc) to identify trends and opportunities
• Prepare executive-ready insights and recommendations to support data-informed decisions
• Create forecasting and planning models in collaboration with FP&A and BizOps

Preferred Qualifications

• Prior work experience in Support and Telecommunications
• Knowledge of eSIM and GSMA-related technologies and services
• Experience with tools like Zendesk or AI applications in Customer Support

Benefits

• Health Insurance
• Work-from-anywhere stipend
• Annual wellness & learning credits
• Annual all-expenses-paid company retreat in a gorgeous destination