Customer Support Lead & Zendesk Ops Architect

Check Out My LLC; Washington (District of Columbia); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Competitive Salary

9 Paid Company Holidays per year

Paid Time Off up to nearly 4 weeks per

401(k) Program with Company Match

Employer provided Free Medical +Dental

Employer provided LTD and Life Ins

STD for employees outside ofWashington

Employee discount

Job summary

COMC is seeking a Customer Support Manager to lead both on-site and remote support teams, owning Zendesk configuration, dashboards, and proactive processes. You will develop SOPs, escalation pathways, and scalable workflows while partnering with Customer Experience and product teams to improve the customer journey.

Success requires hands-on leadership, technical Zendesk proficiency, and the ability to drive continuous improvement across multi-channel support operations in a fast-paced

Qualifications

• 3+ years in a customer support or customer service leadership role managing on-site and remote teams
• 3+ years of Zendesk administration or implementation experience
• Experience configuring Zendesk workflows, triggers, automations, routing rules, SLAs, views, forms, permissions, and knowledge tools
• Experience implementing or improving Zendesk Omni-channel routing
• Experience using Zendesk Explore to build dashboards and turn data into actionable recommendations
• Proven track record leading tool or process implementations from assessment to adoption

Responsibilities

• Develop and maintain standard operating procedures for customer inquiries, issues, and escalations
• Shift the function to a proactive, data-informed operation
• Design and own the escalation framework for high-priority issues
• Lead day-to-day operations, staffing, and scheduling
• Build and own Zendesk Explore dashboards and recurring reporting
• Configure and optimize Zendesk workflows, triggers, automations, and routing rules
• Manage on-site and remote support representatives with regular coaching and reviews
• Collaborate with Customer Experience, product, and other teams to resolve recurring issues

Skills

People leadership

Zendesk administration

Data-driven decision making

SOP development

Coaching & performance management

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Zendesk

Zendesk Explore

Job description

COMC is seeking a Customer Support Manager to lead both on-site and remote support teams, owning Zendesk configuration, dashboards, and proactive processes. You will develop SOPs, escalation pathways, and scalable workflows while partnering with Customer Experience and product teams to improve the customer journey.

Success requires hands-on leadership, technical Zendesk proficiency, and the ability to drive continuous improvement across multi-channel support operations in a fast-paced