Operations Manager - Customer Service

Job Summary

Seeking an Operations Manager - Customer Service, the full-time remote position will manage the customer service function, ensuring exceptional patient experiences while optimizing support processes and leading a dedicated team in a high-growth environment.

Key responsibilities:

• Own end-to-end performance of the Customer Service function, ensuring alignment with company growth
• Lead, coach, and develop the customer service team, including hiring and performance management
• Design and continuously improve support workflows and processes to enhance efficiency and reduce costs

Required qualifications:

• 2+ years of experience managing inbound customer service or support operations in a BPO or call center environment
• Proven track record of meeting SLA, quality, and CSAT targets in a high-volume setting
• Experience in building or improving call center workflows and staffing to manage fluctuating inbound volume
• Strong analytical skills for using reporting and data in coaching and operational decisions
• Excellent written and verbal communication skills in English, with experience in a fast-paced startup environment