Operations Support Manager

Overview

Atmail is seeking an experienced and self-driven Operations Support Manager to lead and elevate our customer support operations in the APAC region. This fully remote position requires a proactive leader comfortable managing multiple teams and overseeing complex incident management in a dynamic SaaS and cloud technology environment.

Key Responsibilities

• Lead and mentor Customer Care (Level 2), Technical Resolutions (Level 2) and Technical Escalations (Level 3) teams along with Team Leaders.
• Manage the outsourced Level 1 support provider and act as the senior operational lead during major incidents.
• Own overall service delivery, track KPIs, and drive continuous operational improvements.
• Coordinate communication strategies during major incidents to keep customers informed.
• Maintain strong relationships with BPO and technology vendors to ensure operational excellence.
• Collaborate closely with Engineering and Product teams to facilitate root cause analysis and resolution.
• Ensure support teams are fully prepared for product releases, system migrations, and operational changes.

Required Qualifications and Skills

• Proven leadership experience managing multi-tier customer support teams including team leaders and senior technical staff.
• Demonstrated operational excellence within consumer-facing SaaS, cloud services, internet, telecommunications, or comparable technology sectors.
• Strong ability to work independently, exercise sound judgment, and balance competing priorities with minimal oversight.
• Exceptional communication skills, both written and verbal, particularly in handling customer-facing incident communications.
• Experience managing senior stakeholders, external vendors, BPO providers, and resolving escalated customer issues.
• Practical knowledge of ITIL practices, including Incident, Problem, Change, Request, and Knowledge Management.
• Competence in analyzing KPIs and trends to drive continual operational enhancements.
• A self-starting, proactive attitude with a high degree of accountability and ownership.
• Understanding of hosted email service protocols such as SPF, DKIM, DMARC, deliverability, IMAP, POP, and SMTP, or the capacity to learn these quickly.

Additional Information

This role is ideal for individuals who thrive in an autonomous environment, preferring to take initiative and lead without requiring detailed direction. It offers a significant leadership opportunity to influence customer support experience across the APAC region, contribute to business strategy decisions, and manage critical incidents impacting customers and platform operations.