{"id":450212,"url":"https://alion.io/job/snappr-support-operations-manager","title":"Support Operations Manager","company":{"id":173839,"name":"Snappr","domain":"snappr.com","url":"https://alion.io/company/snappr","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"D","score":40,"open_postings":13,"ghost_share":1,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LLM","optional":false}],"status":"live","first_seen_at":"2026-05-23T03:29:56Z","employer_posted_date":"2026-05-23","last_verified_at":"2026-10-25T00:33:31Z","board_verified":true,"closed_at":null,"days_open":154,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":154},"description":"At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help businesses grow through content that stands out.\nOur culture is built on extreme ownership and peak performance. We are customer-obsessed, data-informed problem solvers who thrive on radical candor, embrace challenges by loving the dirt, and refuse mediocrity. We believe in accountability, humor, and diversity - and we’re united by a mission to help businesses tell better visual stories.\nAbout the team:\nSnappr is the world’s largest on-demand marketplace for visual content. Our teams are entrepreneurial, collaborative, and impact-driven - solving complex customer challenges at a global scale. Every project you take on will contribute to how businesses tell their stories visually, helping us set the standard for visual content worldwide.\nAbout the role:\nAs the Support Operations Manager, you will own and grow Snappr's full customer support function, covering both our Consumer (PAYG) and Enterprise customers. You will be challenged to manage and grow a team of Team Leads and Specialists who deliver responsive, efficient, and empathetic support across both businesses, with the operational rigor to meet PAYG volume and the white-glove standard that Enterprise customers expect. You'll be trusted to protect Snappr's reputation by handling escalations, drive repeat bookings by building a world-class Resolution Center, and aggressively deploy AI to make the team faster, leaner, and more effective. Your impact on giving every customer, consumer and enterprise an incredible experience will be the lifeblood that powers Snappr's growth.\nWhat You'll Do:\nOwn end-to-end customer support across both Consumer and Enterprise\nAggressively explore, test, and deploy AI to make support more efficient. Treat AI as a core operating lever, not a side project\nAnalyze the team's productivity and quality, identify bottlenecks, and execute solutions to improve resolution times and CSAT across both Consumer and Enterprise\nUtilize data to understand agent behavior and surface areas for improvement in our support processes\nMaximize agent productivity with a mix of training, AI tooling, and process improvements\nPartner closely with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements\nUnderstand the vision and strategy for the team and get all members pumped and aligned to power Snappr's growth\nRecruit, train, and manage a team of Customer Success Specialists and Team Leads\nDevelop and optimize processes by breaking projects into actionable steps\nHustle - take ownership of Snappr's growth and do whatever it takes to get the job done\nWhat You'll Need:\n5+ years of experience in customer support, customer success, or operations management, with at least 2 years in a leadership role managing teams of 20+\nHands-on experience using AI in a support or operations context, not just familiarity, but having actually deployed AI tools (LLM-assisted replies, AI triage, AI QA, automation, etc.) to improve a real operational metric\nExtensive experience with data analytics\nDemonstrated ability to lead initiatives and projects end-to-end, balancing strategic vision with hands-on execution\nExcellent communication and stakeholder management skills, with experience working cross-functionally across Product, Engineering, and Operations\nProficiency in BI tools with a focus on building dashboards for KPI reporting (CSAT, resolution time, productivity, quality)\nFluency in written and spoken English\nA \"let's get it done\" mindset\nShould be willing to report 100% onsite in Ortigas.\nJob Benefits:\nCompetitive Pay\nTransportation allowance provided\nHealth Insurance (Day 1 HMO w/ dependents)\nFree daily meals\nPaid Time Off\nCompany Equity","description_format":"text","description_chars":4041,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Photography"],"lifecycle":[{"event":"open","at":"2026-09-06T08:23:59Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.173,"p_room":0.28,"age_days":154,"expected_fill_days":30,"reasons":["conf:0","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/snappr-support-operations-manager","json_url":"https://alion.io/job/snappr-support-operations-manager.json","meta":{"generated_at":"2026-10-25T01:54:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2833,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":173839},"rest":"https://alion.io/mcp/rest/get_company?id=173839"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsnappr-support-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsnappr-support-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsnappr-support-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/snappr-support-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsnappr-support-operations-manager"}]}