Support Operations Manager

About Trustap

Trustap is a fast-growing fintech platform on a mission to make buying and selling online safe and simple. We manage transactions for ecommerce stores, marketplaces and individuals buying or selling online, with protection of funds, fraud prevention and dispute resolution built in.

About the Role

We’re looking for a Support Operations Manager to lead our Customer Support and Fraud Prevention operations through a period of major growth: someone who builds strong leads, spots problems in the numbers before they reach our users, and puts in place the structure that lets a team scale without losing quality.

You’ll run day-to-day operations across Ireland and Croatia as the department continues to grow in 2027. You’ll line-manage our Fraud & Chargebacks and Dispute Resolution Leads, manage our outsourced support partner, and own the department’s quality, capacity and reporting frameworks.

Key Responsibilities

People & Training

• Line-manage the team leads, including 1:1s, objectives, performance reviews and development, and coach them to fully own their teams.
• Approve recruitment decisions for non-lead positions.
• Organise and oversee the training plan, making sure team leads prepare, deliver and measure onboarding and ongoing training for their teams and our outsourced partner.

Operations & Performance

• Own day-to-day operational approvals, and monitor queues, SLAs and KPIs ensuring that team leads act early on performance issues.
• Run weekly reviews with team leads and deliver a monthly performance report to the Head of Support and Leadership Team.
• Own the Quality Assurance and CSAT frameworks, and turn their findings into coaching, training and process improvements.

Planning & Vendor Management

• Forecast volumes, set capacity requirements and build headcount cases, including for new marketplace launches.
• Consolidate team OKRs into department OKRs and track progress.
• Manage our outsourced support partner(s): SLAs, quality, staffing, invoicing and ramp-up.

Cross-Functional Collaboration

• Act as the department's operational contact for Product, Engineering, Finance, Compliance and Partnerships.
• Work with the Support Systems & Knowledge Specialist on Zendesk, AI Agent and Help Centre changes.
• Handle manager-level escalations, and bring senior escalations to the Head of Support.

Skills, experience and culture fit

Essential:

• 5+ years of experience managing customer support, trust & safety or payments teams against SLAs and KPIs.
• Experience working with or managing an outsourced support partner.
• Experience in capacity planning and in building or running QA and CSAT programmes.
• Excellent written and verbal English, and a data-driven approach to reporting and decisions.
• Strong sense of ownership: you take full accountability for results, follow through without being chased and raise risks early.
• Proven focus on performance, with a track record of setting high standards, holding teams to them and improving results over time.
• Efficiency-minded, with experience simplifying processes, removing waste and scaling operations without adding unnecessary cost or complexity.
• Ability and willingness to travel regularly to Croatia (at least once a quarter) and on an ad-hoc basis to marketplace partner sites.

Nice to Have:

• Experience in fintech, payments or marketplaces, including disputes, chargebacks or fraud prevention.
• Experience scaling a team through a major partner launch.
• Italian, Croatian or French fluency.

Culture fit

We're a growing team in a fast-paced, cross-functional environment, and we're looking for someone who shares the three things we value most:

• Efficiency: you look for the simplest, most scalable way to run things, and you remove friction for your teams and our users.
• Ownership: you take full responsibility for results, follow through without being chased, and raise issues early.
• Performance: you set high standards for yourself and your teams, measure what matters, and keep improving.

You'll also be a strong communicator and a supportive leader, comfortable working with every team in the department and beyond.