Operations Manager, CS

Eneba

Remote3 months ago

Customer SupportLead/ManagerFull-timeRemote

ApplyApplying takes you to Eneba's careers page.

About this role

About Eneba

At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.

About the team

The Customer Experience team exists for one reason: to make every gamer's experience at Eneba exceptional. We listen closely to our customers, then let data guide us in identifying patterns, diagnosing problems, and collaborating with product, seller operations, and trust & safety to improve user experience. For us, data-driven decision making isn't a buzzword; it's how we earn the trust of millions of players worldwide and continuously raise the bar.

About Your Role

As the Operations Manager, you are the person who makes the engine run. You aren’t just watching from the sidelines; you are the one who ensures our 80–100 support agents are set up for success every day.

You’ll spend your time coaching your team, making sure they have the tools and a clear direction. You are the primary decision-maker for the department, the person who looks at the data, spots a problem before it becomes a crisis, and steps in to fix it. Essentially, you are the bridge that connects our big-picture goals with the actual work happening on the front lines, making sure we stay consistent, fast, and always getting better.

Responsibilities

The Heartbeat of the Pillar: 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.

Leading Leaders: 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.

The "Radar" for Performance: 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.

The Bridge to Support Teams: 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.

Strategic Capacity Planning: 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.

Data-Backed Storytelling: 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.

The Final Word: 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.

Requirements

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.

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.

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.

#LI-AG1

Apply for this role