
Support Operations Manager
3 days ago
About the Role
We are seeking an experienced customer service professional to lead our support function and drive high-quality support experiences for our clients and partners. As a key member of our team, you will be responsible for developing and implementing customer service policies, procedures, and standards that align with business goals and customer expectations.
You will monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership. Additionally, you will handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
Your success in this role will depend on your ability to collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience.
Responsibilities
- Lead and manage the customer service function to deliver high-quality support experiences
- Develop and implement customer service policies, procedures, and standards
- Monitor and analyze customer service metrics to identify areas for improvement
- Handle escalated customer issues and complaints with professionalism and urgency
- Cross-functional collaboration with internal teams to resolve customer pain points and improve platform experience
Requirements
- Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role
- Strong understanding of customer service practices and customer journey management within tech or SaaS companies
- Previous experience in the insurance or InsurTech space is a strong advantage
- Proven track record of leading and scaling customer service operations in a fast-paced environment
- Proficiency with customer support platforms and CRM systems
- Exceptional problem-solving skills and proactive approach to resolving customer challenges
- Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams
What We Offer
- Fully Remote Work Environment
- Flexible Leave Policy
- International Team with 30 Nationalities
- Competitive Remuneration Package
- Performance Bonus and Stock Options after 6 months
- Learning and Development Plan
- Remote Work Allowance
Why You'll Love Working Here
We're a dynamic team with a passion for delivering exceptional support experiences. Our culture values diversity, inclusion, and continuous learning. If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply.
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