Lead and Develop the Support Team: You will manage team leads and support agents to ensure strong performance, high-quality customer interactions, and a positive team environment. You will coach team members, monitor performance metrics, and continuously improve the team’s effectiveness.
Own Real-Time CX Operations: You are responsible for the real-time operation of the support function. When issues arise that impact customers or agents, such as launches, SOP updates, product issues, or operational changes, you act quickly to ensure the team has the correct guidance and information. You proactively monitor support activity and resolve operational issues before they escalate.
Drive CX Improvements: You analyze support trends, customer feedback, and operational data to identify opportunities to improve the product and support processes. You work closely with product, engineering, and leadership to ensure customer insights translate into meaningful improvements.

Operations & Ownership: Experience managing operational workflows, improving processes, and identifying opportunities to improve efficiency and customer experience.
Leadership: 2+ years of people management experience, ideally managing a remote customer support team.
Customer Support Expertise: Familiarity with key customer support KPIs (contact rate, wait time, resolution time, CSAT) and experience improving these metrics.
Problem Solving: Strong critical thinking skills and the ability to identify root causes of customer issues and operational problems. Experience using data to drive improvements is a plus. SQL proficiency preferred.

Strategy & Operations Manager, Customer Experience

Key skills