Operations Team Lead

ABOUT THE ROLE:
A privately-held high growth telecommunications startup based in the United States, is looking to add an Operations Team Lead who will report to the U.S. VP of Product Services remotely from the Philippines during U.S. business hours.

This is a full-time (40+ hours) remote opportunity to work for a U.S. business that’s experiencing rapid growth. The company is willing to pay a salary premium and offer incredible growth opportunities for those seeking a challenge.


ABOUT YOU:
Are you a scrappy operations wizard? Do you have experience managing both operations and customer support teams? We are seeking a dedicated Operations Team Lead who embodies a startup mentality and can help us scale operations efficiently. This role is ideal for someone with an operations background who excels in building processes, systems, and teams.

The ideal candidate is humble enough to solve a problem by themselves, but also respected enough to teach others how to solve a problem. The ideal candidate will have a robust command of the English language, be adept at building an operations and customer support organization, and possess an understanding of (or desire to learn) the TeleCom and IT services business.


RESPONSIBILITIES:
-Build and lead an operations team, ensuring efficient process management and development of operational strategies to service TeleCom customers.
-Act as the point of contact for escalated customer support inquiries, overseeing resolution and maintaining high service standards with our partners.
-Co-develop and enhance an internal operations dashboard to streamline workflows and improve visibility across teams.
-Collaborate closely with the U.S.-based VP of Product Services and engineers to align operational activities with overall business objectives.
-Draft and refine SOPs, ensuring clarity, efficiency, and compliance across all operational procedures.
-Manage and optimize the use of operational systems such as ZoHo, Intercom CX, and Google Sheets.


REQUIREMENTS:
-Proven experience in operations management, preferably in the telecom sector.
-Strong familiarity with customer support operations and leading customer support teams
-Proficiency in English (at least B2 level), with excellent written and verbal communication skills.
-Experience in developing or managing internal tools and dashboards.
-Demonstrated ability to lead, problem-solve, and think analytically.
-A solid track record of 3-10 years in a leadership position for operations and customer support (ideally with U.S. TeleCom client accounts)
-Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)


PREFERRED REQUIREMENTS:
Bonus: Familiarity with systems like ZoHo, Intercom CX, and Google Sheets.
Bonus: Team Lead experience in the Telecommunications or IT Services space (TeleTech, AT&T, Boost Mobile, etc.)
Bonus: You’ve resolved port-in issues with telecom customers before.
Bonus: You’ve previously worked for a U.S. startup in a leadership role

INTERESTED?
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