Customer Support Operations Lead
Location
United States
Posted
6 days ago
Salary
$96.4K - $144.6K / year
Job Description
Job Requirements
- 5+ years of business experience in the SaaS industry ideally within a GTM or customer-facing function
- 3+ years functional Customer Support or Customer Success Operations experience, with a strong understanding of how support organizations are run (workflows, escalations, KPIs, and customer experience)
- Strong analytical problem solver with the ability to turn data and qualitative insights into clear recommendations and operational improvements
- Experience with Freshdesk or equivalent support ticketing systems (Zendesk, ServiceNow, etc.), with the ability to define business requirements and partner with technical teams for implementation and administration
- Proven ability to scope, design, and implement process and system improvements, and assess their impact across the customer lifecycle.
- Proficiency in project management with a track record of driving initiatives end-to-end in a fast-paced environment.
- Advanced data analysis and reporting skills (Excel, Google Sheets, BI tools).
- Excellent communicator with the ability to translate business needs into technical requirements and build strong cross-functional relationships.
- Self-starter with a high degree of ownership, accountability, and the ability to operate autonomously in a high-growth SaaS setting.
Benefits
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Related Guides
Related Categories
Related Job Pages
More Customer Support Jobs
Customer Care Representative providing support for internet and telecommunications client.
Customer Support Representative
WHIZZWhizz is an NYC-based mobility company on a mission to help the fast-growing and underserved segment of gig workers acquire and use expensive electric vehicles to boost their profits when traditional financing is not an option. We believe that everyone deserves the opportunity to access reliable and convenient mobility solutions, regardless of their financial or credit history. That's why we offer a range of vehicle ownership and financing options that are designed to democratize access and drive success for our customers. Our ultimate goal is to make transportation for delivery drivers as seamless and hassle-free as possible, so they can focus on what matters most: delivering top-quality service to their customers.
As Whizz continues to grow, we are expanding our Customer Service team. As a key member of our team, you will be responsible for ensuring that our customers receive the best possible experience. If you are a self-starter with a passion for customer service, we'd love to hear from...
This role directly engages in field operations outside of core Escrow and Title Operations, managing and reviewing client files, answering inquiries, and coordinating administrative details for 1031 tax-deferred exchanges. Responsibilities include providing professional customer service, driving performance by working escalated files, and assisting management in identifying process improvements.
The Product Consultant will serve as the 'Voice of the Brand' for consumers, delivering high-quality service by managing inbound calls to diagnose product concerns, provide technical support, and guide customers toward effective solutions. Responsibilities include using internal systems to explain solutions, managing sensitive situations professionally, and meeting performance expectations for quality and productivity.
