Customer Support Operations Manager

To apply for the position, please use the following link:
popon.forms.app/employmentapplication-cx

Customer Support Operations Manager – Gorgias, Shopify & KPI Experience Required

Pop On Veneers is one of the fastest-growing direct-to-consumer smile brands in the United States. We help customers smile with confidence through custom-made cosmetic veneers and oral care products.

We are looking for an experienced Customer Support Operations Manager to oversee our Philippines-based customer service team and help manage the systems, workflows, KPIs, and day-to-day performance of our support operation.

This is not a regular customer service agent role.
We are looking for someone who has real experience managing customer service agents, holding a team accountable, improving workflows, tracking KPIs, and making sure agents are staying on top of their work.

The ideal candidate has hands-on experience with customer support tools such as Gorgias, Klaviyo, Shopify, and phone systems like Jivetel, and understands how to use automations, macros, tags, reports, and workflows to keep a support team organized and productive.

Responsibilities:
- Manage the day-to-day performance of customer service agents
- Make sure agents are staying on top of tickets, chats, calls, follow-ups, and escalations
- Monitor agent productivity, attendance, quality, response times, resolution times, backlog, and other KPIs
- Review customer conversations and give feedback to agents
- Train new agents and help improve underperforming agents
- Hold agents accountable through coaching, warnings, documentation, and performance follow-up when needed
- Manage and improve Gorgias workflows, macros, automations, tags, views, and ticket organization
- Help manage customer support processes across Gorgias, Shopify, Klaviyo, Jivetel, and related tools
- Identify workflow issues, bottlenecks, and repeated customer problems
- Improve SOPs, support processes, automations, and reporting
- Handle escalated customer situations and difficult cases
- Report team performance, issues, and recommendations to leadership

Requirements:
- Previous experience managing customer service agents is required
- Hands-on experience with Gorgias is strongly preferred
- Strong experience tracking customer service KPIs and team performance
- Experience creating or managing automations, macros, workflows, tags, reports, or SOPs
- Comfortable managing agent accountability, coaching, warnings, write-ups, and performance issues
- Strong understanding of response time, resolution time, backlog, QA, productivity, attendance, and escalation management
- Highly organized and comfortable managing a fast-paced customer support operation
- Comfortable working U.S. business hours

Please do not apply if your only experience is answering customer tickets, chats, or calls. We are looking for someone who has managed agents, support systems, KPIs, workflows, automations, and performance accountability.

To apply for the position, please use the following link: popon.forms.app/employmentapplication-cx