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Customer Support Operations Manager
Develop and implement procedures to optimize customer support workflows for scalability.
New York
Mid-Level
$125,000 - 165,000 USD / year
1 month ago
✨ About The Role
- The Customer Support Operations Manager will be responsible for delivering a world-class customer experience to millions of users.
- This role involves managing a team of at least five customer support agents across various time zones, focusing on team performance and continuous improvement.
- The manager will create and maintain technical documentation for the Help Center, ensuring it is user-friendly and up-to-date.
- Developing and implementing procedures to optimize customer support workflows will be a critical responsibility.
- The role includes tracking customer feedback and collaborating with product and engineering teams to enhance the app and overall customer experience.
- Ensuring the safety and reputation of the Captions platform for creators and customers will be a key focus area.
âš¡ Requirements
- The ideal candidate will have over 5 years of experience in customer support, with at least 2 years in a management role overseeing remote teams.
- A strong background in managing customer experience platforms such as Intercom or Zendesk is essential for success in this role.
- Candidates should possess experience in supporting technical products across multiple platforms, including iOS, Android, and web applications.
- A passion for video production and the creator economy will be beneficial, as it aligns with the company's mission and product offerings.
- Excellent writing skills are necessary to create clear and engaging documentation for customers and internal teams.
- The successful candidate will be customer-obsessed, viewing every interaction as an opportunity to enhance customer satisfaction.
- A proactive approach to problem-solving and a willingness to advocate for process improvements will be key traits for this role.
Customer Support Operations Manager
New York
$125,000 - 165,000 USD / year
Customer Support
About Captions
Your AI-powered creative studio.