Senior Voice Support Manager

About the role

Progress Partners is seeking a Senior Voice Support Manager to lead voice and SMS support operations for one or more of its SaaS products. Reporting to the Head of Support, you will own the end‑to‑end delivery of the support channel, working with internal teams and external BPO partners.

Key responsibilities

• Set up and maintain voice and SMS support for assigned products.
• Manage day‑to‑day operations, including BPO representatives, quality monitoring, and workflow updates.
• Define and maintain quality standards, scripts, and knowledge resources for the support teams.
• Analyze KPIs, call quality, and customer feedback to drive continuous improvement.
• Report performance metrics to the Head of Support and flag any issues promptly.
• Collaborate with product, engineering, and BPO partners to ensure smooth launches, changes, and escalations.

Required profile

• 5+ years of experience in voice and SMS support, with at least 3 years in a senior supervisory or managerial role.
• Proven track record leading a voice support team of at least six members.
• Hands‑on experience with support CRMs, specifically Zendesk.
• English proficiency at B2 level or higher.
• Strong analytical mindset and ability to translate data into actionable improvements.
• Excellent communication and people‑management skills, especially with outsourced/BPO teams.

Required skills

• Zendesk

What we offer

• Remote‑first work environment – work from anywhere.
• Flexible hours focused on outcomes, not clock‑time.
• Unlimited PTO.
• Learning and development budget for courses and certifications.