About the Role
Oversee the daily operations of the customer support unit, driving improvements in response accuracy, team performance, and overall user experience through data-informed strategies and team development.
Responsibilities
- Manage end-to-end operations of the customer support function
- Develop and implement performance metrics for support teams
- Train and mentor support staff to maintain service standards
- Analyze customer feedback to identify systemic issues
- Collaborate with cross-functional teams to resolve recurring problems
- Oversee escalation protocols and ensure timely resolution
- Monitor key support indicators including response time and resolution rate
- Lead quality assurance initiatives for customer interactions
- Design workflows to improve support efficiency
- Coordinate with product and engineering teams on user-reported bugs
- Drive continuous improvement in customer satisfaction scores
- Manage support documentation and knowledge base updates
- Supervise scheduling and resource allocation for support shifts
- Implement customer communication best practices
- Lead root cause analysis for support volume spikes
- Ensure compliance with data privacy and security policies
- Develop onboarding materials for new support hires
- Evaluate and recommend support tools and software
- Facilitate regular performance reviews for team members
- Promote a customer-first culture across departments
- Respond to high-priority customer cases when necessary
- Track and report monthly support KPIs to leadership
- Optimize self-service support options
- Manage vendor relationships for outsourced support functions
- Prepare budgets and forecasts for support operations
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Full-time, on-site
Team
Part of the customer experience division focused on service quality and operational efficiency
What We Offer
- Opportunities for professional growth in a scaling organization
- Collaborative work environment with innovative teams
- Health and wellness benefits package
- Performance-based bonuses and recognition programs
- Access to learning and development resources
Application Process
- Submit resume and cover letter through online portal
- Initial screening by HR team
- First interview with hiring manager
- Second interview with cross-functional stakeholders
- Final decision within two weeks of final interview
Available for qualified candidates
