Customer Support Process Design & Program Manager - Remote

Overview

We are looking for a Customer Support - Process Design & Program Manager to enhance our customer support operations. The ideal candidate will be responsible for designing efficient support processes, improving customer experience, and ensuring scalable support operations. Prior experience in customer support is a plus, but strong program management and process optimization skills are essential.

In Short

• Develop, implement, and refine customer support workflows to enhance efficiency and customer satisfaction.
• Lead and execute projects focused on support operations, ensuring timely and effective implementation.
• Identify pain points in the customer journey and implement solutions to improve response times and resolution rates.
• Leverage support tools (e.g., Zendesk, Freshdesk, chatbots, AI-driven support) to streamline operations.
• Work closely with Product, Engineering, Compliance, and Marketing teams to align support processes with business objectives.
• Analyze customer support data to identify trends, optimize workflows, and drive continuous improvement.
• Develop training materials, ensure adherence to service level agreements (SLAs), and implement quality control measures.

Requirements

• Prior experience in customer support is a plus.
• Strong program management skills.
• Experience in process optimization.
• Ability to analyze data and make data-driven decisions.
• Familiarity with support tools like Zendesk and Freshdesk.
• Excellent communication and collaboration skills.

Benefits

• Opportunity to enhance customer support operations.
• Work in a collaborative environment.
• Engage in process design and optimization.
• Contribute to improving customer experience.