Real-Time Support Operations Specialist

As a Support Lifeguard at Jane, you'll monitor customer inquiries, ensuring channel flow during peak operational hours. Real-time decisions will impact team workflow and customer experience, maintaining Jane's reputation for exceptional support. A deep knowledge of team capabilities is crucial to mobilize them and spot patterns to implement adjustments. Your day will involve strategically positioning the team to create consistent support experiences and maintaining a proactive approach to resource allocation. You will monitor channel queues to maintain service level agreements and develop a skills database. The position requires experience in operations or workforce management, and prior experience with tools like Dialpad or other scheduling software. The right candidate will thrive in a fast-paced environment, be analytical and data-driven, and be comfortable with tracking metrics and translating them into actionable insights. The role is internally titled Real-Time Support Operations Expert.