Job Details

A company is looking for a Customer Support Operations Lead.Key ResponsibilitiesTrack, analyze, and communicate performance metrics to identify trends and provide actionable insightsDefine tooling requirements and monitor adoption of support tools while partnering with IT for implementationStreamline support processes by designing workflows and automations to enhance customer and agent experienceRequired Qualifications5+ years of business experience in the SaaS industry, preferably in a customer-facing role3+ years of experience in Customer Support or Customer Success OperationsExperience with support ticketing systems like Freshdesk or equivalentProficiency in project management and driving initiatives in a fast-paced environmentAdvanced data analysis and reporting skills using tools like Excel or BI tools