Customer Operations Lead

JobtailorRemote

Stellenbeschreibung:

Responsibilities

Respond to customer Support tickets with timely, high-quality resolutions
Manage day-to-day Support operations, including queue health, workflows, prioritization, SLAs, escalations, and continuous improvement
Use Support trends and customer feedback to improve processes and the overall customer experience
Identify opportunities for automation and AI-assisted tooling
Assist with API requests, customer data pulls, and reporting needs
Mentor and support Support team members, with potential for broader functional and people-management responsibilities
Validate reported customer issues through expected-behavior checks and initial QA testing before escalation to Engineering
Establish criteria and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs
Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering
Coordinate structured customer feedback and beta-testing activities
Serve as a senior escalation point for complex customer and technical issues
Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness
Centralize appropriate Support and operational activities handled at the account or CSM level
Support complex customer configuration, site/location, user, and account-level operational requests
Transition repetitive customer needs into scalable, centralized, or self-service experiences
Ensure customer-facing teams have information and resources to support new and existing functionality

Requirements

5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role
Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment
Demonstrated ability to identify operational problems and build scalable processes to solve them
Experience supporting complex enterprise customers and navigating high-priority customer escalations
Strong technical aptitude and ability to learn complex SaaS products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders
Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback
Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement
Excellent written and verbal communication skills
High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders
Independent, solution-oriented approach with comfort operating in a fast-paced startup environment
Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms
Experience with Zendesk, Jira, and Pendo
“US Person” status as defined by 22 C.F.R. § 120.15, including a US Citizen, lawful permanent resident, refugee, or asylee, required for Export Control compliance
Experience supporting customers in regulated or complex industrial environments is a plus

Core Competencies

Demonstrates expertise in managing customer support operations, improving processes, and mentoring team members while effectively collaborating with Product and Engineering teams. Proficient in utilizing customer data and feedback to enhance the customer experience and streamline support workflows.