Customer Support Manager

About the role

Modveon is seeking a Customer Support Manager to own the design, build‑out, and daily operation of Sivar’s in‑country support function. You will lead a growing team of agents, ensure 24/7 coverage, and act as the bridge between engineering, product, government partners, and a government‑provided call‑center facility.

Key responsibilities

• Full administration of Zendesk Suite + Talk Professional, including triggers, views, groups, ticket forms, macros, SLAs, CSAT and Help Center.
• Design, implement and maintain the telephony stack (IVR, routing, failover, outbound‑calling architecture – SIP/BYOC vs. PBX).
• Integrate and manage third‑party tools such as WhatsApp (Respira), secure file collection (SendSafely/EDD), video calls (Screendesk), reporting (Explore), app stores and workforce‑management tooling.
• Build and run training programs for agents, kiosk attendants and temporary staff; develop workforce/occupancy models and quality/CSAT programs.
• Scale and manage front‑line and specialist agents across multiple routing lanes (RNPN, Wallet Ops triage, compliance, security).
• Author and maintain the customer‑support escalation architecture, ensuring a “escalate‑never‑adjudicate” compliance doctrine.
• Drive capacity utilization and productivity during low‑volume periods through knowledge‑base maintenance and high‑impact initiatives.

Required profile

• Proven experience leading large, 24/7 customer‑support or call‑center teams.
• Strong ability to work cross‑functionally with engineering, product, and government stakeholders.
• Experience designing compliant support processes and escalation flows.
• Excellent analytical mindset to translate support metrics into operational improvements.

Required skills

• Zendesk (Suite + Talk Professional)
• IVR design and telephony routing
• SIP and PBX systems
• WhatsApp integration (Respira)
• Secure file collection tools (SendSafely/EDD)
• Video‑call platforms (Screendesk)
• Reporting and analytics tools (Explore)
• Workforce‑management (WFM) tooling