Senior Customer Operations Manager
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Job Summary
Managing a regional team, the full-time Senior Customer Operations Manager will oversee the performance and development of Technical Customer Support teams, drive customer escalations, and partner cross-functionally to enhance service delivery in a remote environment.
Key responsibilities
- Accountable for day-to-day performance and development of assigned Technical Customer Support teams
- Leads responses to significant customer escalations, ensuring effective communication and resolution
- Drives consistent case-management practices and builds scalable operating mechanisms for high-quality service delivery
Required qualifications
- 10+ years of experience in enterprise Customer Support, Technical Support, or Service Management
- 5+ years of people leadership experience in managing Technical Support Analysts or similar roles
- Demonstrated experience managing Support KPIs and customer escalations in a technical support environment
- Technical credibility in enterprise SaaS environments with the ability to engage constructively with engineers
- Bachelor's degree in a relevant field or equivalent combination of education and professional experience
Complete Job Description
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