Customer Support Operations Manager

Job Summary

A company is looking for a Customer Support Insights Manager.

Key Responsibilities:

• Collaborate with leaders to establish key performance metrics for customer experience and operational efficiency
• Analyze support data to identify risks, trends, and systemic drivers of customer contact
• Provide actionable insights to inform process changes and improve the customer experience

Key Qualifications:

• At least 5 years of experience in Customer Experience, Customer Operations, or Support Program Management
• Strong experience in trend analysis, case studies, and root cause investigations
• Proven ability to translate operational insights into cross-functional initiatives
• Experience managing customer-facing processes at scale
• Proficiency in Salesforce, Tableau, Excel, or similar reporting tools