Customer Support Operations Lead (US Hours / Managed Services)
Overview We are looking for a Customer Support Operations Lead to manage and optimize support operations in a high-availability Managed Services Provider (MSP) environment. The role is designed for a systematic leader who can transform operational challenges into a structured, predictable process.
Your mission is to manage the interface between our technical operations and the end-clients of our US partner, ensuring seamless service delivery, strict SLA compliance, and high levels of client satisfaction.
This position requires working in US business hours / US time zone schedule.
About the Project The Customer is a US-based Managed Services Provider (MSP) specializing in cloud communications, VoIP solutions, and IT support services for enterprise B2B clients. The company delivers 24/7 mission-critical support, ensuring high system availability, reliability, and seamless communication infrastructure.
Key Responsibilities * Operational Excellence: Lead and optimize 24/7 support operations, ensuring stable service delivery across chat, phone, and email channels. * Strategic Prioritization: Act as a “Navigator” — analyzing incoming technical issues and prioritizing them based on business impact and SLA requirements. * Stakeholder & Client Management: Serve as the primary point of contact for the end-clients of our US partner. Manage expectations, handle escalations, and provide clear updates. * Process Improvement: Build and refine workflows, escalation paths, and internal knowledge bases to reduce “firefighting.” * Data-Driven Reporting: Monitor KPIs and SLAs using analytical tools. Prepare performance reports for the Customer to demonstrate operational excellence. * Team Shielding: Protect the technical engineering team from communication noise, allowing them to focus on infrastructure stability.
Qualifications * 3+ years in Customer Support / Service Operations / Service Delivery Management. * English B2/C1: Fluent business communication skills for interaction with US-based corporate accounts. * Ticketing Systems: Experience with ServiceNow (or similar enterprise platforms). * Conceptual IT Knowledge: Understanding of IT support environments, including: * Office 365 (Email, SharePoint) * Networking (Firewalls, Routers) * Security (Antivirus, Antispam, Intune) * Windows Ecosystem * Data & Analytics: Proficiency in KPI management and reporting (Power BI or advanced Excel). * High Autonomy: Proven experience in managing projects independently. * Reliability: Ability to maintain high performance during US business hours.
We offer: * Friendly and supportive environment * Competitive salary * Continuous self-improvement * Space to grow * Paid vacation * Bunch of perks =)
