Customer Support Operations Leader

Vertex Inc.; United States; Remote; USD 20,000 - 26,000; Full time

Job summary

Vertex Inc. is seeking a senior Customer Support leader to direct multiple teams across channels, ensuring high-quality, timely service. You will drive process improvements, monitor KPIs, and coordinate with vendors to optimize performance and cost efficiency.

The role emphasizes strong leadership, data-driven decision making, and cross-functional collaboration to enhance customer outcomes and support strategic planning. Travel up to 20% is expected.

Qualifications

• 7+ years in the support or contact center industry.
• 3+ years managing support leaders, supervisors, or account managers.
• Proven process improvement experience in active support operations.
• Knowledge of dashboards, CRM, KM tools, ACD, IVR, CTI, and workforce management.
• Strong analytical, decision-making, and communication skills.
• Bachelor’s degree in Business, Information Systems, or equivalent.

Responsibilities

• Lead and direct one or more Customer Support teams across channels.
• Drive operational effectiveness and customer satisfaction metrics.
• Oversee operations for one or more support tiers and vendor performance.
• Define and monitor goals, KPIs, and provide actionable analysis.
• Escalate and resolve customer issues; relay feedback to management.
• Develop policies to improve service quality, productivity and teamwork.
• Manage budget and travel requirements with proximity to a Contact Center.

Skills

Leadership and team management

KPI tracking and analytics

CRM systems

Knowledge management tools

ACD/IVR/CTI familiarity

Workforce management tools

Education

Bachelor's degree in Business or Information Systems

Tools

CRM systems

Knowledge management tools

ACD

IVR

CTI

WFM / workforce management

Job description

Vertex Inc. is seeking a senior Customer Support leader to direct multiple teams across channels, ensuring high-quality, timely service. You will drive process improvements, monitor KPIs, and coordinate with vendors to optimize performance and cost efficiency.

The role emphasizes strong leadership, data-driven decision making, and cross-functional collaboration to enhance customer outcomes and support strategic planning. Travel up to 20% is expected.