Customer Support Operations Lead

Job Summary

A company is looking for a Customer Support Operations Lead.

Key Responsibilities

• Track, analyze, and communicate performance metrics for Customer Support, providing actionable insights to leadership
• Define tooling requirements and act as a business owner for support tools, ensuring effective implementation and adoption
• Streamline support processes by designing workflows and automations that enhance customer and agent experiences

Required Qualifications

• 5+ years of business experience in the SaaS industry, preferably in a customer-facing role
• 3+ years of experience in Customer Support or Customer Success Operations
• Experience with support ticketing systems, such as Freshdesk or Zendesk
• Proficiency in project management and advanced data analysis skills
• Ability to operate autonomously in a high-growth SaaS environment