About Passes
Passes is a creator economy platform enabling creators to connect with and monetize their fan communities, having paid out millions to creators across the globe.
The Role
Passes is seeking a Support Operations Manager to oversee day-to-day support operations, managing both internal teams and external BPO vendors, ensuring creators and fans receive a world-class support experience.
Responsibilities
- Lead support associates and manage BPO vendor relationships and performance
- Own SLAs, CSAT, and team performance metrics
- Administer and optimize Zendesk infrastructure and workflows
- Collaborate cross-functionally with Product and Engineering teams
- Manage budget and deliver analytical reporting
Requirements
- 4+ years in support operations or trust & safety
- Leadership experience managing teams and BPO vendors
- Advanced Zendesk administration skills
- Data-driven analytical mindset
Compensation
- Salary up to $130,000 (DOE)
- Health, dental, and vision coverage
- 401(k) matching
- Unlimited PTO
- Four days weekly in Hollywood office with on-site dining