Verified Job
Back Office / Data Entry
Senior Manager, Support Operations
Back Office / Data Entry
#35458
Remote / WFH
Shippit
Job Description
A LITTLE ABOUT US
Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.
THE ROLE
This role leads the engine room of Shippit’s customer support operation, managing our offshore human team and our emerging Agentic AI workforce as a single, unified service delivery function. As a hands-on contact center specialist, you will drive daily operational rigor across all core metrics—including CSAT, speed, resolution, and backlog—by diving deep into the queues and data. What sets this role apart is the AI dimension: you will lead and govern the Agentic AI workforce as a direct extension of the human team, setting quality standards, monitoring for drift or hallucination, and optimizing human-to-machine collaboration. This is a frontier position designed for an operationally rigorous leader ready to define best practice for the future of blended customer support.
DAY TO DAY
Offshore & BPO Operations
End-to-end performance of the offshore support team: SLA adherence, CSAT, resolution rates and quality scores
BPO partner governance — contracts, service reviews, escalation frameworks and continuous improvement
Rostering, capacity planning and real-time queue management
AI Workforce Management
Lead the Agentic AI workforce like a team — set standards, monitor performance and hold it accountable
Build and maintain a QA framework covering hallucination, drift and human escalation triggers
Partner with Business Systems & CX (AI) to feed operational insight back into agent configuration
Blended Workforce Strategy
Define which interactions go to AI, which go to humans, and where they work together
Own unified reporting that makes both workforces visible and measurable
Customer & Stakeholder
Surface VOC insights to drive process improvement and close the loop with Product
Front high-stakes merchant escalations directly
Keep support operations aligned to commercial and account health priorities
WHAT YOU BRING
5+ years leading customer support or contact centre teams, with at least 2 years managing offshore or BPO operations directly.
Deep expertise in contact centre KPIs and performance management – you think in terms of FCR, AHT, CSAT, SLA adherence, occupancy and throughput, and you manage to them daily.
Proven track record managing Team Leads and building team culture in distributed or remote-first environments.
Hands-on experience with CX and support tooling (e.g. Zendesk, Intercom, Freshdesk) including configuration, reporting and workflow design.
Exposure to or strong curiosity about AI-assisted support operations. You do not need to have built AI agents, but you need to understand how to lead, measure and quality-assure them.
A bias for data. You live in dashboards, spot trends early and make decisions based on what the numbers tell you – not intuition alone.
Strong communication skills – able to manage BPO relationships with commercial rigour and brief senior stakeholders with clarity and precision.
Experience with incident management and cross-functional escalation in a SaaS or technology environment.
Comfortable with ambiguity. The blended human + AI workforce model is still emerging – you will be defining the playbook, not following one.
SaaS, logistics or ecommerce industry experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.
LIFE AT SHIPPIT
Remote - ability to flex and balance your working week from your home.
We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
Family & paw friendly - generous parental leave policy and pet friendly office
Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.
THE ROLE
This role leads the engine room of Shippit’s customer support operation, managing our offshore human team and our emerging Agentic AI workforce as a single, unified service delivery function. As a hands-on contact center specialist, you will drive daily operational rigor across all core metrics—including CSAT, speed, resolution, and backlog—by diving deep into the queues and data. What sets this role apart is the AI dimension: you will lead and govern the Agentic AI workforce as a direct extension of the human team, setting quality standards, monitoring for drift or hallucination, and optimizing human-to-machine collaboration. This is a frontier position designed for an operationally rigorous leader ready to define best practice for the future of blended customer support.
DAY TO DAY
Offshore & BPO Operations
End-to-end performance of the offshore support team: SLA adherence, CSAT, resolution rates and quality scores
BPO partner governance — contracts, service reviews, escalation frameworks and continuous improvement
Rostering, capacity planning and real-time queue management
AI Workforce Management
Lead the Agentic AI workforce like a team — set standards, monitor performance and hold it accountable
Build and maintain a QA framework covering hallucination, drift and human escalation triggers
Partner with Business Systems & CX (AI) to feed operational insight back into agent configuration
Blended Workforce Strategy
Define which interactions go to AI, which go to humans, and where they work together
Own unified reporting that makes both workforces visible and measurable
Customer & Stakeholder
Surface VOC insights to drive process improvement and close the loop with Product
Front high-stakes merchant escalations directly
Keep support operations aligned to commercial and account health priorities
WHAT YOU BRING
5+ years leading customer support or contact centre teams, with at least 2 years managing offshore or BPO operations directly.
Deep expertise in contact centre KPIs and performance management – you think in terms of FCR, AHT, CSAT, SLA adherence, occupancy and throughput, and you manage to them daily.
Proven track record managing Team Leads and building team culture in distributed or remote-first environments.
Hands-on experience with CX and support tooling (e.g. Zendesk, Intercom, Freshdesk) including configuration, reporting and workflow design.
Exposure to or strong curiosity about AI-assisted support operations. You do not need to have built AI agents, but you need to understand how to lead, measure and quality-assure them.
A bias for data. You live in dashboards, spot trends early and make decisions based on what the numbers tell you – not intuition alone.
Strong communication skills – able to manage BPO relationships with commercial rigour and brief senior stakeholders with clarity and precision.
Experience with incident management and cross-functional escalation in a SaaS or technology environment.
Comfortable with ambiguity. The blended human + AI workforce model is still emerging – you will be defining the playbook, not following one.
SaaS, logistics or ecommerce industry experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.
LIFE AT SHIPPIT
Remote - ability to flex and balance your working week from your home.
We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
Family & paw friendly - generous parental leave policy and pet friendly office
Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
