Support Manager

Your tasks

We are seeking an experienced Support Manager to join our live streaming studio in Medellín. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.

• Manage 24/7 support operations, including daily activities, goal setting, routines, performance tracking, and SLA compliance.
• Oversee quality assurance and compliance while continuously improving response times and client feedback.
• Analyze operational data and KPIs to identify errors and measure performance and efficiency improvements.
• Handle escalations and complex operational situations, delivering practical solutions.
• Lead and develop a professional support team (approximately 40 employees), providing guidance, task prioritization, and day-to-day direction.
• Serve as the primary point of contact for studio management, global management, and clients.
• Own, create, and maintain ticketing systems, workflows, and SOPs tailored to each studio and client.
• 3+ years of experience managing large Help Desk / Support / Customer Service operations in fast-paced or 24/7 environments.
• Bachelor's degree in a relevant field.
• Strong data-driven operational skills, including advanced Excel proficiency and hands-on experience measuring SLAs, quality, and team performance.
• Technical orientation, with willingness to learn basic troubleshooting for streaming tools, lighting, and hardware.
• Leadership and project/task management skills.
• Strong leadership presence, sense of urgency, and proactive problem-solving mindset.
• English proficiency at C1 level (spoken and written).

Requirements

• Educación mínima: Universidad / Carrera Profesional
• 4 años de experiencia
• Idiomas: Inglés

Other

Palabras clave apoyo, support, soporte, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente