Support Operations Manager

ABOUT PASSES Passes is a rapidly growing tech platform designed to help creators pursue their entrepreneurial dreams and connect deeply with their communities. Founded by visionary tech leader Lucy Guo in 2022, Passes is scaling fast—powered by innovation, world-class talent, and a mission to empower creators at every stage. As we continue expanding our footprint in the creator economy, we are building out a best-in-class events ecosystem centered around The Lilian, our headquarters and multi-purpose creative space for community events, productions, and partner activations. POSITION OVERVIEW We’re looking for a proactive, data-minded, and empathetic Support Operations Manager to lead day-to-day operations within the Support & Safety (S&S) organization. This role is responsible for managing internal and outsourced (BPO) support teams, driving operational excellence across systems and workflows, and ensuring creators and fans receive a world-class support experience. The ideal candidate is both strategic and hands-on - someone who can manage people and vendors, optimize Zendesk infrastructure, handle sensitive customer escalations, and identify ways to continuously improve service delivery and efficiency. KEY RESPONSIBILITIES Team & Vendor Leadership - Manage and coach a growing team of Support Associates; set goals, clear blockers, and ensure ongoing performance feedback and development. - Oversee external BPO partners (Tier 1), including weekly SLA reviews, escalation management, headcount planning, and performance alignment. - Serve as the primary liaison for key support vendors, including BPO Tier 1 support, chatbot, ticketing platform (Zendesk), DMCA takedown partner, etc. Operational Excellence - Own SLAs and core KPIs such as CSAT, NPS, first-response time, and resolution time. - Build and optimize workflows, SOPs, and escalation processes for support and trust & safety operations. - Maintain and enhance Zendesk infrastructure — users, automations, triggers, macros, and overall system hygiene. - Lead continuous improvement initiatives by analyzing ticket trends, VOC data, and root cause insights to improve efficiency and customer satisfaction. - Collaborate cross-functionally with Product, Engineering, and Creator Success teams to resolve complex issues and influence roadmap priorities. Reporting & Analysis - Generate regular reports and insights on support metrics and performance trends for leadership and company all-hands. - Identify key operational blockers and propose data-driven solutions to improve support and safety operations. - Own the Support department budget and forecast future costs based on growth projections and tooling needs. Customer Experience & Advocacy - Act as the “voice of the customer” for creators and fans, advocating for policy or product improvements based on feedback and recurring issues. - Handle sensitive or VIP customer escalations directly, demonstrating strong empathy, professionalism, and discretion. - Support ongoing moderation, policy enforcement, and trust & safety workflows with consistency and fairness. QUALIFICATIONS Required - 4+ years of experience in support operations, customer experience, or trust & safety within a fast-paced environment (preferably startup or creator economy). - Strong leadership experience — managing teams and external partners. - Advanced knowledge of Zendesk administration and optimization. - Proven success managing BPO vendors and service-level metrics. - Analytical mindset with comfort using data to identify trends and inform decisions. - Excellent written and verbal communication skills, with the ability to navigate sensitive or high-pressure situations. Preferred - Experience in the creator economy or social media platforms. - Working knowledge of SQL, Looker, or similar analytics tools. - Experience owning departmental budgets and vendor negotiations. WHAT YOU’LL GET - Competitive salary and equity (up to $130,000 annually DOE) - Comprehensive health, d