Manager I, Customer Operations
Posted 4 weeks ago
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Upload Your ResumeAbout This Role
This role involves leading and developing a team of customer support professionals while managing daily operations to ensure efficiency and effectiveness. The manager will enhance customer experience, optimize processes, and collaborate cross-functionally to align support initiatives with company strategies.
Responsibilities
- Oversee a team of customer support professionals, providing guidance, mentorship, and performance management
- Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards
- Continuously improve the customer experience leveraging insights from customer feedback and team performance data
- Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals
- Work closely with other departments to align support initiatives with company-wide strategies and objectives
- Identify opportunities for process optimization and quality enhancements within the support function and lead these initiatives
- Engage in activities and projects that contribute to professional growth, focusing on strategic planning and execution skills
Requirements
- 1+ years of experience leading a team, including mentoring and training
- Experience in fostering a collaborative team environment and motivating team members
- Advanced knowledge of operational metrics and KPIs
- Ability to design and optimize support workflows and processes
- Strong capabilities in managing stakeholder relationships across various levels
- Proven record of successfully collaborating with other departments to enhance customer support strategies
- Experience leading change initiatives within customer support
- Skills in managing resistance and effectively communicating change benefits
- Experience in identifying low to moderately complex problems and developing innovative solutions
- Ability to manage small projects or components of larger projects
Qualifications
- 1+ years of experience leading a team, including mentoring and training
Benefits
About Swooped
A rapidly growing, AI-powered customer communications platform used by thousands of companies worldwide to drive revenue, achieve faster resolutions, and scale effectively. The organization integrates voice, SMS, WhatsApp, and AI into a single, seamless workspace.