Customer Operations Lead
Job Summary
As a full-time remote Customer Operations Lead, the successful candidate will manage and enhance the Support operation, respond to customer inquiries, and collaborate with Product and Engineering teams to improve customer experience and operational efficiency.
Key responsibilities
- Strengthen and scale the day-to-day Support operation, ensuring high-quality resolutions to customer tickets
- Validate customer issues and coordinate feedback between Support and Product/Engineering teams
- Identify opportunities for process improvements and automation to enhance customer experience and operational scalability
Required qualifications
- 5+ years of experience in Customer Support, Customer Experience, or a related technology role
- Proven track record of improving Support processes within a SaaS environment
- Strong technical aptitude and ability to troubleshoot complex SaaS products
- Experience working cross-functionally with Product and Engineering teams
- Familiarity with SaaS Support tools such as Zendesk, Jira, or Pendo
Complete Job Description
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