Location: On-Site Medellin (Relocation not provided)

We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.

Key Responsibilities

Operational Management

Manage 24/7 support operations, including daily activities, goal setting, routines, performance tracking, and SLA compliance.
Oversee quality assurance and compliance while continuously improving response times and client feedback.
Analyze operational data and KPIs to identify errors, measure performance, and efficiency improvements.
Handle escalations and complex operational situations, delivering practical solutions.

Team Leadership & Development

Lead and develop a professional support team (Proximately 40 employees) , providing guidance, task prioritization, and day-to-day direction.
Manage recruitment, training, evaluations, schedules, and vacations for the support team.
Maintain strong leadership presence and accountability across all shifts.

Client & Stakeholder Management

Serve as the primary point of contact for studio management, global management, and clients.
Ensure clear, professional communication and timely resolution of inquiries.

Improving Processes, Systems & SOPs

Own, create, and maintain ticketing systems, workflows, and SOPs tailored to each studio and client.
Continuously improve operational procedures to support scalable, high-quality service delivery.

Technical Collaboration

Collaborate closely with technical teams and cross-company departments to ensure smooth studio operations.
Participate hands-on in basic technical troubleshooting and routine studio maintenance

Job Requirements:

3+ years of experience managing a large Help Desk / Support / Customer Service operations in fast-paced or 24/7 environments.
Bachelor's degree in a relevant field.
Strong data-driven operational skills, including advanced Excel proficiency and hands-on experience measuring SLAs, quality, and team performance.
Technical orientation with willingness to learn basic troubleshooting for streaming tools, lighting, and hardware.
Leadership and project/task management skills.
Strong leadership presence, sense of urgency, and proactive problem-solving mindset.
High proficiency in English (spoken and written).

Advantages

Experience with Jira or similar ticketing and task-management systems.
Experience with Power BI
Background in live streaming, gaming , or broadcasting
Education or Certifications, specialized courses in relevant IT fields