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Senior Voice Support Manager
This a Full Remote job, the offer is available from: European Union, Ukraine, Serbia, Georgia (USA)
About Progress Partners
Progress Partners is a fast-growing technology company building and scaling next-generation SaaS and mobile platforms. We blend creativity with data-driven execution to ship high-impact products, including AI-powered tools, productivity platforms, and workflow software, used by millions of people in more than 160 countries.
Our global team of experts in software development, product design, growth, and analytics collaborates across time zones to deliver category-defining innovations. We work end-to-end across the product lifecycle: design, build, launch, and scale.
If you’re passionate about building transformative products, Progress Partners is a place to make a lasting impact.
About the Role
We are looking for a Senior Voice Support Manager to own voice and SMS support for one or more products in our portfolio. You will run the day-to-day operation, manage our BPO partners, and continuously improve the channel, reporting directly to the Head of Support. This role is ideal for a hands-on support leader who knows Zendesk inside and out, has managed voice teams before, and thrives on data-driven improvement.
What you'll do
Set up and maintain voice & SMS support for one or more products in the company portfolio.
Own the day-to-day operations of the channel: manage BPO representatives, monitor their quality, and keep instructions, workflows, and requests up to date.
Define and maintain quality standards, scripts, and knowledge resources for the voice and SMS support teams.
Constantly analyze the operation (KPIs, call quality, customer feedback) and bring ideas and initiatives for improvement.
Report to the Head of Support on performance, and proactively flag any inconsistencies, anomalies, or incidents.
Collaborate with internal teams and external BPO partners to ensure smooth launches, changes, and escalations.
What we're looking for
5+ years of experience in voice (phone) & SMS support, including at least 3 years in a senior role (supervisor, team lead, or manager).
Proven experience leading or managing a voice support team of at least 6 people.
Hands-on experience administering support CRMs, with Zendesk being a must.
English at B2+ level or higher (proven, e.g. by certification or demonstrated in interview).
Strong analytical mindset: comfortable working with support metrics and turning data into improvement initiatives.
Excellent communication and people-management skills, including experience working with outsourced/BPO teams.
How We Work
We’re fully remote and distributed across time zones. We default to async, communicate in writing, and trust people to deliver outcomes, not log hours. Decisions are transparent, ownership is clear, and your work is visible from day one.
What We Offer
Remote-first: work from anywhere in the world, no relocation required.
Flexible hours: we measure outcomes, not time at a desk.
Unlimited PTO: take the time you need to rest, recharge, and do your best work.
Learning & development budget: courses, books, conferences, certifications, whatever helps you grow.
Performance-based compensation: your impact directly shapes your pay and career trajectory.
A small, senior, collaborative team where your work is visible and your decisions matter.
The chance to build products used by millions of people across 160+ countries.
Equal Opportunity
Progress Partners is an equal opportunity employer, and we’re serious about building a diverse, inclusive team. We welcome applications from people of all genders, gender identities and expressions, sexual orientations, ages, ethnicities, nationalities, religions, disabilities, neurotypes, family situations, socioeconomic backgrounds, and life experiences.
We hire on skills, experience, potential, and values fit, never on protected characteristics. If you need accommodations during the application or interview process, just let us know.
