About youWe hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.
About the RolePosition: Full-time / EmployeeLocation: Remote-first Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits
As a Support Operations and Insights Manager, you will play a critical role in leading and mentoring a high-performing team of support professionals in a fast-paced, dynamic environment. You will be responsible for leading support reporting and workforce planning initiatives that ensure we scale efficiently and deliver exceptional customer experiences. This is a high-impact role with direct influence on global staffing decisions, operational performance, and strategic planning. You will help identify performance gaps, drive process improvements, and build the infrastructure needed to support a rapidly evolving support function, while also owning critical workforce management processes such as forecasting, capacity planning, and headcount modeling.
Your leadership, strategic thinking, and data-driven approach will be essential in optimizing team performance, fostering a positive team culture, and exceeding customer expectations. This role requires a deep understanding of support processes, a passion for customer satisfaction, and the ability to inspire and motivate a team to achieve ambitious goals.
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
Must haves:
- 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
Good to haves:
- 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
We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.