Customer Support and Services Operations Manager

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Requirements:

• Bachelor’s degree in Business, Operations, Information Systems, or related field.
• 5+ years of experience in customer support or operations, with 2+ years in a managerial role.
• Proven experience managing teams in a fast-paced environment.
• Excellent written and verbal communication skills.
• Experience with support tools like Zendesk, SFDC Service Cloud, Jira, and Gainsight.
• Analytical and problem-solving skills, focused on data-driven decision-making.

Responsibilities:

• Lead, mentor, and develop a high-performing customer support team.
• Oversee day-to-day support operations including case management and issue resolution.
• Develop, monitor, and report on KPIs related to customer support.
• Identify and implement process improvements and efficiency strategies.
• Collaborate with cross-functional teams to meet customer needs.