Support Operations Manager

Job description

At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out. Our culture is built on extreme ownership and peak performance. We are customer-obsessed, data-informed problem solvers who thrive on radical candor, embrace challenges by loving the dirt, and refuse mediocrity. We believe in accountability, humor, and diversity — and we’re united by a mission to help businesses tell better visual stories. ### About the team: Snappr is the world’s largest on-demand marketplace for visual content. Our teams are entrepreneurial, collaborative, and impact-driven — solving complex customer challenges at a global scale. Every project you take on will contribute to how businesses tell their stories visually, helping us set the standard for visual content worldwide. ### About the role: As the Support Operations Manager, you will own and grow Snappr's full customer support function, covering both our Consumer (PAYG) and Enterprise customers. You will be challenged to manage and grow a team of Team Leads and Specialists who deliver responsive, efficient, and empathetic support across both businesses, with the operational rigor to meet PAYG volume and the white-glove standard that Enterprise customers expect. You'll be trusted to protect Snappr's reputation by handling escalations, drive repeat bookings by building a world-class Resolution Center, and aggressively deploy AI to make the team faster, leaner, and more effective. Your impact on giving every customer, consumer and enterprise an incredible experience will be the lifeblood that powers Snappr's growth. ### What You'll Do: - Own end-to-end customer support across both Consumer and Enterprise - Aggressively explore, test, and deploy AI to make support more efficient. Treat AI as a core operating lever, not a side project - Analyze the team's productivity and quality, identify bottlenecks, and execute solutions to improve resolution times and CSAT across both Consumer and Enterprise - Utilize data to understand agent behavior and surface areas for improvement in our support processes - Maximize agent productivity with a mix of training, AI tooling, and process improvements - Partner closely with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements - Understand the vision and strategy for the team and get all members pumped and aligned to power Snappr's growth - Recruit, train, and manage a team of Customer Success Specialists and Team Leads - Develop and optimize processes by breaking projects into actionable steps - Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done ### What You'll Need: - 5+ years of experience in customer support, customer success, or operations management, with at least 2 years in a leadership role managing teams of 20+ - Hands-on experience using AI in a support or operations context, not just familiarity, but having actually deployed AI tools (LLM-assisted replies, AI triage, AI QA, automation, etc.) to improve a real operational metric - Extensive experience with data analytics - Demonstrated ability to lead initiatives and projects end-to-end, balancing strategic vision with hands-on execution - Excellent communication and stakeholder management skills, with experience working cross-functionally across Product, Engineering, and Operations - Proficiency in BI tools with a focus on building dashboards for KPI reporting (CSAT, resolution time, productivity, quality) - Fluency in written and spoken English - A "let's get it done" mindset - Should be willing to report 100% onsite in Ortigas. ### Job Benefits: - Competitive Pay - Transportation allowance provided - Health Insurance (Day 1 HMO w/ dependents) - Free daily meals - Paid Time Off - Company Equity