Vendor Support Operations Lead

Job Summary

Managing the daily operations of a support team, the full-time Vendor Support Operations Lead will oversee real-time queue monitoring, maintain standard operating procedures, and serve as the subject matter expert on support processes while working remotely.

Key Responsibilities

• Monitor the support queue in real time and manage daily workload and coverage across the team
• Write and maintain SOPs and Confluence pages covering support processes, escalation paths, and product/process changes
• Set, document, and enforce best practices for how the team handles tickets, escalations, and customer communication

Required Qualifications

• 3-5+ years of experience in customer or technical support, ideally with some team lead or senior agent experience
• Strong writing skills with experience building and maintaining SOPs and documentation
• Experience monitoring live queues or dashboards and making real-time staffing or escalation decisions
• Proven track record of setting and enforcing quality standards within a team
• Self-directed with the ability to run day-to-day operations independently