WOW 24-7
WOW24-7 is an outsourcing company that provides customer support services to businesses. WOW24-7 employees help e-commerce, travel, and IT companies choose the right product or service, set up the service, and solve various problems, even technical ones, via phone, chat, social media, or e-mail.
WOW24-7 is not only a customer support service, but also a partner in enhancing the customer experience in companies. The team combines the latest technology with sophistication and an emotional approach and sets new standards for customer service on a global scale. Today, the company works with clients from more than 20 countries across North America, Europe, and Australia.
Join WOW24-7 and develop in an environment of trust, innovation, and mutual support. You will be valued for your unique skills and commitment to excellence as we learn and adapt together. Be part of a future where your work really matters.
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Service Delivery Manager Customer Support
Full Remote · Ukraine · 3 years of experience · Upper-IntermediateWe are looking for a highly motivated Service Delivery Manager (SDM) to oversee and optimize our Customer Support operations. As an SDM, you will be responsible for ensuring service excellence, meeting Service Level Agreements (SLAs), and aligning...We are looking for a highly motivated Service Delivery Manager (SDM) to oversee and optimize our Customer Support operations. As an SDM, you will be responsible for ensuring service excellence, meeting Service Level Agreements (SLAs), and aligning operational strategies with business objectives. This role is perfect for a proactive leader with a strong background in team management, service performance optimization, and client engagement.
Key Responsibilities:
1. Leadership & Team Management
- Lead and develop the service delivery team, including hiring, training, and performance management.
- Foster a positive and motivating work environment while ensuring a high-performance culture.
- Conduct regular 1:1 meetings with team leads to align on goals and address challenges.
- Identify and scale best practices across teams.
- Develop and oversee Individual Development Plans (IDPs) to support professional growth.
- Address team concerns, resolve conflicts, and facilitate open communication.
2. Service Performance & Quality Management
- Ensure SLAs are consistently met or exceeded across all projects.
- Analyze service metrics to identify trends and areas for improvement.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Oversee service quality control, implementing corrective actions where needed.
- Ensure teams adhere to ISO 9001/27001 standards and industry best practices.
3. Client Management & Reporting
- Serve as the primary point of contact for client service discussions.
- Conduct weekly/monthly client meetings to review performance, challenges, and areas for improvement.
- Align service strategies with business goals and client needs.
- Provide detailed performance reports to the Head of Delivery.
- Contribute to project estimation and service readiness for new clients.
- Oversee cost allocation activities, including data analysis and optimization suggestions.
4. Financial & Budget Management
- Manage monthly compensation & benefits calculations.
- Plan and oversee the annual service delivery budget.
- Optimize profitability and cost efficiency, ensuring effective resource allocation.
- Develop pricing strategies for overtime, backup agents, and additional services.
5. Collaboration & Continuous Improvement
- Work closely with Recruitment, Onboarding, QA, HR, Finance, Sales, IT, and Customer Success teams to enhance service operations.
- Drive cross-functional initiatives to improve customer experience and efficiency.
- Lead automation and technology adoption efforts (e.g., AI, self-service, CRM enhancements).
6. Employee Retention & Engagement
- Continuously improve employee retention rates.
- Identify and mitigate attrition risks with proactive retention strategies.
Implement mentorship programs and internal promotions to foster long-term career growth.
Requirements
Hard Skills
- Proven expertise in team management, process optimization, and KPI improvement (CSAT, AHT, resolution rate, etc.).
- Experience in workforce planning, resource allocation, and efficiency enhancement.
- Hands-on experience with customer service tools & CRMs (Zendesk, Freshdesk, Salesforce, etc.).
- Financial & budget management skills, with a strong focus on profitability control.
- 3+ years in Customer Support or Service Operations, ideally in a BPO or outsourcing environment.
- 2+ years in a leadership role (Team Lead, Operations Manager, Senior Account Manager, etc.).
- Advanced proficiency in Excel/Google Sheets (data processing, reporting, charts, etc.).
- Experience managing remote teams across different time zones.
Advanced English (written and spoken).
Soft Skills
- Strong empathy, customer care, and emotional intelligence.
- Excellent communication & negotiation skills for client and executive interactions.
Analytical & problem-solving mindset, with a data-driven approach to decision-making.
Nice to Have
- Experience working with BI tools (Tableau, Power BI).
- Knowledge of ISO 9001/27001 standards.
- Understanding of Project Estimation & Risk Mitigation best practices.
What We Offer
- 18 business days of paid time off per year.
- 8 public holidays & 15 sick leave days for your well-being.
- Opportunities to contribute to business strategies and mentor professionals.
- A diverse, international team with a dynamic work environment.
Access to a Speaking Club with a native English speaker to enhance your language skills.
If you are passionate about service excellence, team leadership, and customer satisfaction, we would love to hear from you.