Customer Support Operations Lead

Job Summary

A company is looking for a Customer Support Operations Lead.

Key Responsibilities

• Track, analyze, and communicate performance metrics to identify trends and provide actionable insights
• Define tooling requirements and monitor adoption of support tools while partnering with IT for implementation
• Streamline support processes by designing workflows and automations to enhance customer and agent experience

Required Qualifications

• 5+ years of business experience in the SaaS industry, preferably in a customer-facing role
• 3+ years of experience in Customer Support or Customer Success Operations
• Experience with support ticketing systems like Freshdesk or equivalent
• Proficiency in project management and driving initiatives in a fast-paced environment
• Advanced data analysis and reporting skills using tools like Excel or BI tools