Key skills
SaaSCRMCommunication
About this role
Role Overview
- Hire, coach, and develop a high-performing Customer Service team.
- Ensure efficient, high-quality support across all channels.
- Manage team capacity and workflows to meet demand.
- Partner across CX, and with Product, Engineering and RevOps teams to resolve issues and improve the experience.
Requirements
- 6-8+ years of customer service or CX experience, preferably in tech/SaaS environments.
- 4-5+ years of people management experience leading support or service teams
- Proven track record of establishing and improving CSAT, SLA adherence, and operational efficiency
- Strong experience with call center tools, CRM systems (e.g., HubSpot), and ticketing platforms
- Exceptional communication skills with a calm, empathetic, and solutions-oriented approach
- Strong analytical and problem-solving skills; comfortable using data to drive decisions
- Ability to thrive in a fast-paced, high-growth environment
- Spanish language proficiency is a plus, but not required
- Alignment with OA core values:
- Tenacious
- Hungry
- Compassionate
- Humbly Confident
Benefits
- This is a full-time position
- Salary: $75,000-$90,000 Total Compensation
- Medical, Dental and Vision Benefits
- 401K Plan
- Unlimited PTO