Customer Service Operations Manager

Support Operations and Performance Management:

• Own support performance across service level, first response time, resolution time, customer satisfaction and repeat contact rate.
• Run daily support operations including queue health, coverage, prioritization, and fast remediation when performance drifts.
• Establish and maintain a weekly operating rhythm focused on performance reviews, risks, actions, and accountability.

Process, Tooling, and Efficiency:

• Design and continuously improve SOPs, macros, escalation paths, and case documentation standards.
• Partner with Product and Operations to reduce contact drivers by addressing broken workflows, unclear user experience, and preventable service failures.
• Improve self-service and automation through help center content, macros, bots, routing logic, and workflow improvements that increase speed and reduce support volume.

Team Leadership and Enablement:

• Lead, coach, and develop Team Leads, Tier 2, QA, and frontline teams as assigned.
• Set clear expectations and performance standards, and manage underperformance early and directly.
• Partner with Training and QA to improve readiness, calibration, and continuous coaching loops.