About the job
About Our Client
Our client is developing an advanced project management system that automates task coordination and resource allocation, freeing up to 50% of resources previously spent on manual tracking. The system analyzes workload and resources to make smart decisions, providing real-time insights and adapting to changes without human intervention. This intelligent system represents the future of project management, driven by rapid growth, substantial revenue, and a highly skilled team.
About The Role
As the Customer Operations Lead, you will manage the customer support function, emphasizing operational excellence and strategic initiatives. Leading a motivated team, you will enhance customer experiences through improved processes and innovative solutions. The perfect candidate will be curious, data-oriented, and prepared to tackle the challenge of scaling customer support operations as growth continues. This position offers a clear pathway to management, making it an attractive opportunity for new graduates.
Responsibilities
- Lead and expand a team of Customer Support Representatives (CSRs) through coaching, career development, and continuous feedback.
- Ensure CSRs meet their KPIs and effectively allocate resources across all accounts.
- Provide regular performance feedback to help maximize team potential and outcomes.
- Establish and track monthly and quarterly performance objectives for direct reports.
- Serve as a liaison between internal teams and customers, coordinating responses to escalations and engineering needs.
- Oversee the operation of the help center, ensuring prompt and efficient resolution of customer inquiries and issues.
- Develop training materials and conduct sessions for both internal teams and external users.
- Manage customer escalations while working with internal teams to guarantee customer success.
- Drive process improvements and scalable solutions to ensure a consistent customer experience.
What is Required
- 2-5 years of experience in customer support/success operations, business development, or related fields.
- 1-4 years of management experience.
- Strong multitasking abilities in high-pressure environments and adaptability to changing schedules.
- Capacity to thrive in an independent environment, demonstrating extreme ownership.
- Proficiency with tools like Zendesk, Front, Intercom, Jira, Retool, and Notion, or enthusiasm and willingness to learn.
- Excellent communication and organizational capabilities.
- Understanding of how strategic decisions impact teams and CSRs.
- Demonstrated experience in data analysis using tools like Excel and Google Sheets; familiarity with SQL is a plus.
- Capability to extract insights and make data-driven decisions by interpreting datasets.
- Strong skills in visualizing and manipulating data effectively, converting raw data into actionable insights that guide strategic decisions.
Compensation
$80K – $130K • Offers Equity
