Join Our Flash Team as a Manager, Support Services!

Flash is looking for a Manager, Support Services to help deliver on our mission to free consumers from the hassles of everyday travel by making it faster and easier to get where you need to go, so they can focus on the destination.

The Manager, Support Services is responsible for leading the Customer Service Representative (CSR) teams to ensure fast, accurate ticket triage, high-quality documentation, and exceptional customer experience. This role oversees frontline support operations, ensuring tickets are properly routed, documented, and handed off cleanly to next-level teams. The Manager, Support Services, is accountable for team performance, backlog health, and maintaining high standards in ticket handling and customer communication. The ideal candidate is a strong operational leader who drives accountability, coaching, and continuous improvement across frontline support processes.

At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our Santo Domingo team, you’ll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Location: Santo Domingo, Dominican Republic; This is a hybrid position; Tuesday, Wednesday, and Thursday are on-site at our office in Metro Plaza; Monday and Friday are remote.

Travel: 0%

Language: Spoken and written fluency in English and Spanish required

What You'll Do:

• Lead and manage the CSR day and overnight teams, including hiring, training, and performance management
• Drive same-day ticket triage (“ticket day trading”) to ensure fast and efficient routing of all cases
• Monitor and manage ticket backlog and SLA risks
• Enforce high standards for ticket hygiene and documentation quality, ensuring all required fields and notes are accurate and complete
• Ensure strong handoff discipline, with clear, actionable, and complete ticket documentation
• Monitor and improve customer experience (CSAT) across Freshdesk and Dialpad
• Ensure CSRs are active and available in Freshdesk and Dialpad to support proper routing and call handling
• Adjust and manage staffing to maintain appropriate coverage
• Conduct regular team meetings, coaching sessions, and 1:1s focused on performance, ticket quality, and development
• Track and report on key metrics, including triage timeliness, ticket quality, misroutes, and CSAT
• Provide weekly performance summaries to the Director of Support Services, including trends, risks, actions taken, and focus areas
• Partner with L1 and L2 leadership to align on expectations and improve cross-team efficiency
• Identify knowledge gaps and coordinate training to improve team performance
• Monitor Slack channels and other communication channels for trends, issues, and escalation signals
• Drive continuous improvement initiatives to enhance workflows, triage accuracy, and operational efficiency

 What You Bring:

• Strong ability to lead and manage frontline support teams in a fast-paced environment
• Deep understanding of ticket triage, routing, and support workflows across multiple tiers
• Ability to enforce high standards of documentation, accuracy, and accountability
• Strong communication skills with the ability to collaborate across teams and influence outcomes
• Experience with support tools such as Freshdesk, Dialpad, or similar ticketing and telephony systems
• Ability to analyze metrics and trends to drive performance improvements
• Highly organized, with the ability to manage multiple priorities and maintain focus on execution
• Demonstrates reliability, accountability, and a strong coaching mindset
• Ability to identify process gaps and implement improvements
• Commitment to delivering a high-quality customer experience through consistency and professionalism

Qualifications:

• Minimum of 3–5 years in a leadership role in a support or call center environment
• Bachelor's degree or equivalent education and experience preferred

 Company Benefits and Perks: 

• Hybrid role at our new office at Metro Plaza
• Legal Dominican benefits
• Supplemental Private Medical Insurance (HUMANO)
• Gym subsidy
• Meal subsidy 
• Competitive salary
• Annual vacation bonus