Own support performance across service level, first response time, resolution time, backlog, customer satisfaction, repeat contact rate, and escalation rate.
Run daily support operations, including queue health, coverage, prioritization, and fast remediation when performance drifts.
Ensure consistent and accurate support delivery across channels and markets with strong policy adherence.
Establish and maintain a weekly operating rhythm focused on performance reviews, risks, actions, and accountability.
Design and continuously improve SOPs, macros, escalation paths, and case documentation standards.
Partner with Product and Operations to reduce contact drivers by addressing broken workflows, unclear user experience, and preventable service failures.
Improve self-service and automation through help center content, macros, bots, routing logic, and workflow improvements that increase speed and reduce support volume.
Own high-severity and complex escalations, ensuring fast triage and strong cross-functional resolution.
Coordinate incident response for customer-impacting issues, including severity definition, communications, actions, and postmortems.
Lead, coach, and develop Team Leads, Tier 2, QA, and frontline teams as assigned.
Use data to identify trends, root causes, and systemic issues driving support volume and poor customer outcomes.

5 to 8+ years of experience in customer support operations, customer experience, or service leadership roles.
Proven experience running high-volume support operations with measurable performance outcomes.
Strong analytical ability and comfort using dashboards and operational metrics to drive decisions and accountability.
Experience leading teams, coaching managers, and owning escalations in fast-paced environments.
Strong judgment, clear communication, and the ability to operate calmly under pressure.
Comfort using AI tools and willingness to learn emerging AI workflows to improve productivity, strengthen operational execution, and enhance decision-making in a responsible manner.
Experience in marketplaces, logistics, or on-demand service environments (preferred).
Experience partnering with Product and Engineering teams to reduce contact drivers and improve workflows (preferred).
Familiarity with QA programs, workforce management, support tooling, and automation systems (preferred).
Familiarity with tools and systems such as Slack, Google Workspace, ChatGPT, ClickUp, Hubstaff, ticketing platforms, CRM tools, workforce management tools, and other role-relevant platforms (preferred).

Customer Service Operations Manager

Key skills