Sr. Manager, CX Operations

Posted about 24 hours agoViewed

💎 Seniority level: Manager, 5+ years

📍 Location: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Massachusetts, Maine, Maryland, Michigan, Missouri, Minnesota, Montana, New Hampshire, New Jersey, New Mexico, New York, Nevada, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin

💸 Salary: 135000.0 USD per year

🔍 Industry: Financial services

🏢 Company: Esusu👥 101-250💰 $130,000,000 Series B almost 3 years agoCredit Financial Services FinTech

⏳ Experience: 5+ years

🪄 Skills: Artificial IntelligenceData AnalysisJiraQuality AssuranceConfluence

Requirements:

5+ years experience in support operations within a SaaS environment.
5+ years leadership experience managing customer support teams.
Demonstrated success in managing complex projects and change management.
Proven ability to utilize technologies like AI for workflow streamlining.
Strong understanding of customer support processes in a multi-channel environment.
Proficiency with support tools like Zendesk, Confluence, and Jira.
Knowledge of AI-driven automation tools, such as chatbots and virtual assistants.

Responsibilities:

Serve as primary contact for daily operations within Zendesk and other support tools.
Drive automation and self-service capabilities to enhance customer and agent experience.
Design and continuously improve workflows and system configurations.
Coordinate support initiatives and collaborate with cross-functional teams.
Implement and manage content management systems for knowledge resources.
Manage new feature deployments and internal testing across support teams.
Create process documentation and training materials for support staff.
Develop dashboards for operational performance tracking.
Gather requirements for new technology investments and oversee vendor selection.

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