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Support Operations Manager

April, 22

  • usaOttawa, ON
  • usaFull Time
  • usaSupport Operations
  • usaRemote
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Overview: - Manager of Support Operations responsible for optimizing product and support workflows. - Leads Support Operations team with a focus on AI-driven automation and process improvements. - Drives strategic initiatives to enhance customer and agent experiences. Key Responsibilities: - Implement AI-driven automation and data-driven solutions for workflow enhancements. - Collaborate with Product & Engineering teams to optimize platform functionality. - Monitor key performance metrics to drive continuous improvements. - Establish Standard Operating Procedures (SOPs) for consistency and compliance. - Oversee credential management processes to meet SLAs. - Develop and execute hiring strategies for team growth. - Provide data-driven insights and reporting to leadership. - Evaluate and integrate new tools to optimize operations. - Advocate for customer-centric improvements through feedback loops. Requirements/Skills/Qualifications: - Minimum 5+ years in customer support or support operations, with 2+ years in a leadership role. - Proven experience with AI, automation, or machine learning in customer support workflows. - Strong analytical skills and a data-driven approach. - Experience with support platforms, ticketing systems, and automation tools. - Excellent communication and cross-functional collaboration skills. - Ability to manage multiple projects and drive AI-led transformation. - Proactive mindset and passion for continuous learning in support operations. - Experience in AI-driven customer support solutions and familiarity with machine learning models. Compensation & Benefits: - Not specified in the provided job description. (Note: Compensation & Benefits section is intentionally left blank as per the instruction to omit such details.)
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