Bilingual Operations Manager

About the role

We are supporting a fast‑growing international company in the search for an Operations Manager to take ownership of a high‑volume client support operation and lead its day‑to‑day performance. The role is hands‑on, highly organized, and involves leading a small operations team while staying involved in client support, troubleshooting, and problem‑solving.

Key responsibilities

• Lead and supervise the daily performance of the Operations team, ensuring tasks are completed accurately and on time.
• Act as the main escalation point for complex client or operational issues.
• Handle complex or sensitive client conversations directly when necessary.
• Troubleshoot operational, account‑related, payment, platform, and technical issues.
• Coordinate with external suppliers and internal stakeholders to resolve escalated cases.
• Monitor the team’s workload, priorities, response quality, and overall performance.
• Identify recurring issues, escalate critical situations, and recommend process improvements.
• Onboard, train, coach, and support team members.
• Maintain visibility over ongoing client cases and ensure appropriate follow‑up until resolution.
• Use internal tools and communication channels to keep operations organized and properly documented.

Required profile

• Proven 3+ years’ experience as an Operations Manager, Customer Support Manager, Customer Success Manager, Team Leader, or similar role.
• Bilingual English (C2/C1 level) – both written and spoken.
• Experience working with Meta Ads Paid Media platform.
• Previous experience leading and supervising teams in fast‑paced environments.
• Strong customer support experience, including handling escalations and complex client situations.
• Ability to manage a high volume of simultaneous conversations and priorities.
• Excellent troubleshooting, problem‑solving, and decision‑making skills.
• Strong sense of ownership and ability to operate independently with limited supervision.
• Excellent written communication skills and ability to communicate quickly and clearly through chat.
• Comfortable learning new digital platforms and troubleshooting technical issues.
• Strong organizational and time‑management skills.

What we offer

• 100% remote work.
• Monday to Friday schedule, 6:00 AM – 3:00 PM (GMT‑3).
• Contractor employment type.
• Competitive salary and growth opportunities in a global environment.