- Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries
- Create new processes, and update existing ones to be scalable
- Communicate and promote alignment between cross-functional teams
- First-touch responses and proactive customer communication
- Resolution tracking and effective problem-solving
- Management of tickets across internal and external channels
- Regular communication with the team to identify weak points or process gaps
- Work closely with the Head of Customer Operations and senior leadership
- Raise the team’s operational excellence for Customer Support to new highs
- Work with teammates to implement scalable processes