[Remote] Operations Manager, CS

Note: The job is a remote job and is open to candidates in USA. Eneba is building an open, safe, and sustainable marketplace for gamers. As an Operations Manager, you will ensure the success of support agents, make data-driven decisions, and lead the Customer Experience team to improve user satisfaction.

Responsibilities

• You’ll own the end-to-end performance of your division. Whether it’s hitting that first response time (FRT), solving issues on the first try (FCR), or keeping the backlog healthy, you are the one driving the results that keep our customers happy
• You won’t just manage a team; you’ll build an autonomous second line of leadership. You’ll spend your time coaching and developing your Managers, helping them grow into a strong, independent unit
• You’ll keep a close eye on the daily queue. You aren't just watching numbers; you’re an active pilot who knows exactly when to intervene before a small gap becomes a major backlog
• You’ll be the operational partner for our Quality, Automation, and WFM teams. You’ll make sure that when we build a new AI tool or a training program, it actually works for the people on the floor
• In partnership with our WFM Supervisor, you’ll help decide how we staff and schedule. You’ll ensure we have the right people in the right place at the right time
• You’ll provide the "state of the union" for your pillar. Your reports to the Head of Operations won’t just be a list of numbers; they’ll be forward-looking insights that call out risks and celebrate wins
• You’ll serve as the go-to escalation point for the toughest operational issues, representing your division in cross-functional meetings with evidence, structure, and a clear voice

Skills

• A Proven Track Record: You have 3–6 years of experience in high-growth operations. Crucially, you've spent at least 2 years leading large, multi-team structures (30+ people) where you held the 'stopwatch' and were accountable for the results
• A Metric Mover: You don't just talk about 'improving quality'—you have the receipts. You can point to specific times where you moved the needle on FRT, FCR, or CSAT through real structural changes, not just by updating a PDF
• A Data Native: You have a 'sixth sense' for dashboards. You can look at a metric gap, diagnose the root cause, and make a decision on the fly without needing a data analyst to hold your hand
• A People Developer: You find genuine joy in watching your direct reports grow. You believe in structured coaching, clear expectations, and building a team that can thrive even when you aren't in the room
• Resilient & Proactive: You thrive in environments where the 'operating model' is still being built. You don't get frustrated when a process is imperfect; you get excited because you're the one who gets to fix it
• A Strong Communicator: Since we operate internationally, your written and spoken English needs to be sharp enough to lead strategy discussions and mentor diverse teams
• Familiar with Our World: Ideally, you've spent time in Digital Marketplaces, E-commerce, or Gaming. You understand the unique pace and 'failure modes' of a high-volume digital business
• Tech-Fluent: You're comfortable with modern tools like Kustomer, Zendesk, or Looker. You don't need to be a coder, but you should feel right at home in a tech-stack-heavy environment

Benefits

• Opportunity to join our Employee Stock Options program.
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, opportunity to work and travel.

Company Overview