About This Role

Strava is the leading digital community for active people with more than 125 million athletes, in more than 190 countries. The platform offers a holistic view of your active lifestyle, no matter where you live, which sport you love and/or what device you use. Everyone belongs on Strava when they are pursuing an active life.

The Queue Operations Manager will be responsible for building out and leading our support team in Dublin, Ireland. Reporting into the Scalable Support function, this role will maintain a bird’s eye view of our queue at all times, ensuring tickets are routed accurately, meeting our SLAs, and are responded to with outstanding and effective customer service.

This is a hybrid role based in our Dublin office.

For more information on compensation and benefits, please click here.

You’re excited about this opportunity because you will:

Be accountable for maintaining overall queue health. This includes consistently meeting SLAs and working to understand and solve for when they're not.
Track and analyze CSAT for trends and areas of improvement
Serve as the POC for decision-making on daily volume strategies and tickets that require “Follow the Sun” escalation.
Lead a team of 2–6 technical support specialists.
Own workload distribution for the entire Support team, ensuring there is adequate daily, weekly and monthly coverage for all queues. This includes handling PTO requests, sick leave, holiday staffing, and any other event that will impact core operations and coverage during planned off times.
Devise strategies and investigate agent tooling and apps that help to optimize core work operations and unlock resources for non-core work activities such as projects, meetings, etc.
Create workflows and find opportunities for improved efficiency using backed business rules such as triggers, automations, and views.
Report on performance over time and highlights trends, themes and weaknesses to be aware of and works with the right team members (managers) to address them.
Forecast future volumes using a combination of existing data and estimates based on factors such as product releases, seasonality and market trends.
Identify innovative ways to organize core operations to increase efficiency, ensure adequate SME coverage, and improve business metrics and performance.
React to high-priority escalations and issues as the first touch-point, ensuring an adequate handover process to the right points of contact.
Actively participate in the QA process to guarantee we allocate resources effectively (e.g. Specialists are assigned to work on sensitive core ops).

You will be successful here by:

Working both autonomously and cross-functionally to make decisions that reflect a deep understanding of business needs.
Navigating ambiguous and evolving environments, setting and prioritizing goals independently.
Synthesizing large data sets into a cohesive story and actionable insights using your strong analytical skills.
Using creative solutions to tackle complex problems. You solve for the future, and not just the moment because inefficiencies and recurring problems bother you!

We’re excited about you because you:

Are invested in your personal development as well as the people you lead and maintain a growth mindset and strong accountability.
Are methodical and organized. You have led the implementation of new tools, software, processes, and resources
Have a passion for delivering high-quality and authentic customer service experiences and have a track record of maintaining strong CSAT.
Practice active listening and are a strong written and verbal communicator.
Have 2+ years of experience as a manager within a Technical Support team and
Have 4+ years of experience in a queue operations role, focusing on real-time monitoring, global queue health, and escalations management.
Are proficient in Help Desk platforms, Zendesk experience preferred.

In your cover letter, please include responses to the following questions:

Describe past experience in this role, what initiatives did you lead, and what impact did they have
This position has a manager and teammates in different time zones/continents. Do you have experience reporting to or collaborating with another timezone? If so, describe what that looked like and the strategies you used to stay connected with your manager and key collaborators.

About Strava

Strava is Swedish for “strive,” which epitomizes who we are and what we do. We’re a passionate and committed team, unified by our mission to connect athletes to what motivates them and help them find their personal best. With billions of activity uploads from all over the world, we have a humbling and adventurous vision: to be the record of the world’s athletic activities and the technology that makes every effort count.

Strava builds software that makes the best part of our athletes’ days even better. Just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, TCV, Madrone Partners and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community. We are continuously striving to hire and engage diverse teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture, and we are unified in our commitment to becoming an antiracist company. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes’ lives — now more than ever. All to say, it’s a great time to join Strava!

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

California Consumer Protection Act Applicant Notice

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Cover Letter *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Please provide your preferred name (if different from legal name)

We are dedicated to fostering the same safe and inclusive environment for our candidates as our employees. Addressing you by the correct pronoun is an important part of this commitment. What are your personal gender pronouns?

LinkedIn Profile

Have you ever worked for Strava before?

Are you located in Dublin, Ireland? *

If you answered No above, do you plan to relocate to Dublin in the near future? *

Do you have at least three years of experience leading queue strategy and operations for a team of at least 15 representatives? *

Have you managed individual contributors before? *

Have you reported to someone in the US? *

Have you ever worked with a company headquartered in the US? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Strava’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.