Customer Support Operations Lead (US Hours / Managed Services)

Customer Support Operations Lead (US Hours / Managed Services)
 

Overview
We are looking for a Customer Support Operations Lead to manage and optimize support operations in a high-availability Managed Services Provider (MSP) environment. The role is designed for a systematic leader who can transform operational challenges into a structured, predictable process.
 

Your mission is to manage the interface between our technical operations and the end-clients of our US partner, ensuring seamless service delivery, strict SLA compliance, and high levels of client satisfaction.

 

📍 This position requires working in US business hours / US time zone schedule.

 

About the Project
The Customer is a US-based Managed Services Provider (MSP) specializing in cloud communications, VoIP solutions, and IT support services for enterprise B2B clients. The company delivers 24/7 mission-critical support, ensuring high system availability, reliability, and seamless communication infrastructure.

Key Responsibilities

• Operational Excellence: Lead and optimize 24/7 support operations, ensuring stable service delivery across chat, phone, and email channels.
• Strategic Prioritization: Act as a "Navigator" — analyzing incoming technical issues and prioritizing them based on business impact and SLA requirements.
• Stakeholder & Client Management: Serve as the primary point of contact for the end-clients of our US partner. Manage expectations, handle escalations, and provide clear updates.
• Process Improvement: Build and refine workflows, escalation paths, and internal knowledge bases to reduce "firefighting."
• Data-Driven Reporting: Monitor KPIs and SLAs using analytical tools. Prepare performance reports for the Customer to demonstrate operational excellence.
• Team Shielding: Protect the technical engineering team from communication noise, allowing them to focus on infrastructure stability.

Qualifications

• 3+ years in Customer Support / Service Operations / Service Delivery Management.
• English B2/C1: Fluent business communication skills for interaction with US-based corporate accounts.
• Ticketing Systems: Experience with ServiceNow (or similar enterprise platforms).
• Conceptual IT Knowledge: Understanding of IT support environments, including:
  • Office 365 (Email, SharePoint)
  • Networking (Firewalls, Routers)
  • Security (Antivirus, Antispam, Intune)
  • Windows Ecosystem
• Data & Analytics: Proficiency in KPI management and reporting (Power BI or advanced Excel).
• High Autonomy: Proven experience in managing projects independently.
• Reliability: Ability to maintain high performance during US business hours.

We offer:

• Friendly and supportive environment
• Competitive salary
• Continuous self-improvement
• Space to grow
• Paid vacation
• Bunch of perks =)