Customer Support, Business Operations

Role Overview

• Partnering closely with the Director of Customer Support to operationalize and execute a defined vision of best‑in‑class customer support for FARGO and Evolis, informed by customer pain points, technician feedback, competitive benchmarking, and market expectations.
• Leading structured current‑state assessments of support operations, workflows, tools, and performance metrics to identify gaps, redundancies, and opportunities for scalable improvement.
• Translating leadership‑defined strategic direction into a clear, phased execution roadmap and owning delivery while maintaining tight alignment with leadership and key stakeholders.
• Serving as the day‑to‑day execution owner for integrating FARGO and Evolis support operations across people, processes, tools, and data, while respecting intentional brand differences.
• Evaluating and recommending new support and service offerings—including tiered and paid services such as premium support models, onsite training, and partner‑led customer support—and defining the operational requirements to enable them.
• Enabling support capabilities that reduce low‑value, repetitive interactions and improve speed, clarity, and consistency of customer outcomes.
• Defining and supporting the rollout of self‑service and system‑driven experiences such as automated RMA visibility, proactive notifications, guided troubleshooting, and scalable knowledge delivery.
• Leading evaluation and consolidation of support tools and platforms, balancing cost efficiency, usability, scalability, and the ability to support multiple engagement models (direct customer, partner‑led, premium tiers).

Requirements

• Bachelor’s degree in business, operations, engineering, or a related field; or equivalent relevant professional experience or equivalent combination of education and relevant experience.
• 4
• 8 years of experience in customer support operations, technical operations, service design, or service transformation roles within complex, global environments.
• Demonstrated experience leading operational change, integration efforts, or process evolution at scale.
• Proven ability to translate ambiguity into clear plans and executable outcomes.
• Strong track record of influencing without authority and navigating organizational complexity.
• Experience gathering and interpreting operational data, building reports, and presenting insights to senior stakeholders.

Benefits

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential