Customer Support Operations Lead

Job Summary

A company is looking for a Customer Support Operations Lead.

Key Responsibilities

• Lead the operationalization of BPO support partners, delivering SOPs and training programs
• Develop a scalable escalation model to improve resolution quality and reduce preventable escalations
• Optimize workflows across various tools and build dashboards to track real-time KPIs

Required Qualifications

• 3-5+ years in Support Operations, Customer Experience, or related SaaS roles
• Proven success in onboarding and scaling BPO support teams
• Deep experience with Zendesk and knowledge of Jira, Gainsight, and Slack
• Proficient in building dashboards and tracking KPIs using relevant tools
• Demonstrated ability to improve operational performance metrics