We are seeking a strategic, data-driven Senior Customer Support Operations Manager to lead operational performance and strategic planning for our global support organization. In this role, you will be the "Command Center" for our operations, responsible for ensuring our 24/7 global engine—spanning BPO and In-house teams—runs at maximum efficiency. Your leadership will directly impact our ability to meet SLAs and leverage technology to optimize our workforce.
What am I going to do?What am I going to do?
- Leadership & Real-Time Strategy: Directly manage and mentor the Shift Managers and WFM functions to ensure 24/7 operational excellence and execution quality.
- Global WFM & Forecasting: Own the global staffing model, capacity planning, and forecasting for both BPOand In-house teams to meet SLAs while maintaining budget efficiency.
- Operational Performance & Strategy: Analyze high-level support data (SLA, AHT, Cost per ticket) to identify trends, bottlenecks, and strategic opportunities for improvement.
- BPO Performance Management: Serve as the operational focal point for our BPO partners, ensuring they meet staffing commitments, discipline, and performance targets.
- AI & Efficiency Roadmap: Zendesk Admin for CS and Partner with leadership to define operational priorities and decide where to implement automation and AI based on volume trends and data insights.
Incident Management: Act as the final operational point of contact during high-impact events, outages, or critical escalations, leading the mitigation process.
Requirements- At least 5 years of experience in Customer Support Operations or Workforce Management (WFM) in a high-scale global environment.
- Proven experience in managing managers (Shift Leads/TLs) and leading large-scale operations (100+ agents).
- Deep expertise in Zendesk Explore and data visualization tools - A Must.
- Strategic understanding of support technologies, including AI, automation, and their impact on operational KPIs.
- Strong analytical mindset with the ability to translate complex data into actionable staffing and performance strategies.
- Excellent communication and stakeholder management skills.
- Ability to operate effectively under pressure in a fast-paced environment.
At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace, from our community to our product. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or special needs.
Skills Required
- At least 5 years of experience in Customer Support Operations or Workforce Management
- Proven experience in managing managers and leading large-scale operations
- Deep expertise in Zendesk Explore and data visualization tools
- Strong analytical mindset with the ability to translate complex data into strategies
- Excellent communication and stakeholder management skills
Fiverr Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fiverr and has not been reviewed or approved by Fiverr.
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Pay Growth & Progression — Earnings are considered scalable through specialization, higher-tier programs like Fiverr Pro, and Seller Plus features that can accelerate access to funds and improve visibility. Progression via levels and strategic gig optimization is described as enabling higher-value orders over time.
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Career-Linked Recognition & Rewards — The tiered seller system and Pro vetting recognize consistent performance with visibility lifts, premium client access, onboarding support, and tools that help convert quality into better-paying work. These structures tie recognition to delivery standards and reliability.
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Wellbeing & Lifestyle Benefits — Learning resources, community networking, and Workspace tools support skill building and smoother operations for freelancers. Partnerships that help with insurance, taxes, and finances reduce some administrative burden around independent work.
Fiverr Insights
What We Do
We create opportunities for anyone in the world to build their business, brand, or dream. When you work at Fiverr, you impact the lives of millions around the world. Yeah, it’s a pretty big deal! With Fiverr's Talent Cloud, companies can easily scale their teams from a talent pool of skilled professionals from over 160 countries across more than 550 categories, ranging from programming to 3D design, digital marketing to content creation, from video animation to architecture.
Why Work With Us
Our team is powered by unique minds. We love our team members for who they are and celebrate their diverse backgrounds. Our 'speak up' culture encourages anyone to suggest new ideas, challenge existing ones, and make an impact. Technology can create opportunities for people, and our development is something we're proud of! Fiverr’s platforms
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