About Pocket FM
At Pocket FM, people don't just listen to stories they binge them. From just one more episode to how is it morning already, we create addictive audio series and audiobooks that listeners across the globe can't get enough of. We're building a whole new audio universe, loved by millions worldwide and backed by Naver, Goodwater Capital, Lightspeed, and Tanglin Venture Partners. When our stories surprise listeners, our support team makes sure the experience still ends on a high note.
We're looking for an Assistant Manager Customer Support to lead operations at scale, drive performance, and build systems that deliver world-class user experiences.
What You'll Own:
- End-to-end customer support operations (Chat, Email, App Store Reviews, Social Media)
- Core performance metrics: CSAT, SLA, TAT, backlog health, reopen rates, QA scores
- Workforce planning and capacity management across rotational shifts (including nights)
- Hiring, onboarding, training, and performance management
- Leading Team Leads and frontline agents
- SOPs, QA frameworks, escalation matrices, and process optimization
- Tooling improvements, dashboards, tagging discipline, and automation
- Cross-functional collaboration with Product, Tech, Content, Payments, Growth & Marketing
- Handling high-severity or reputation-sensitive escalations
What We're Looking For:
- 58 years in Customer Support / CX / Service Operations
- 23+ years in people leadership (managing Team Leads & large teams)
- Strong workforce management and queue health experience
- Data-driven with strong EQ
- Hands-on with Freshworks, Zendesk, or similar tools
- Comfortable with dashboards, reporting & Google Sheets
- Calm communicator during escalations
- High ownership mindset
Bonus If You:
- Have supported subscription or global consumer products
- Have worked in media, OTT, gaming, or consumer tech
- Have implemented automation or AI in support ops
- Enjoy building scalable systems
If you believe support drives retention, revenue, and brand trust this role is for you.
