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