Customer Support Ops Lead: Zendesk & AI Growth

Vontas; Cedar Rapids (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

Vontas is seeking a Manager, Customer Support Operations to lead the Customer Care team, drive process improvements, and align support metrics with company objectives. The role requires strategic thinking, escalation ownership, and the ability to build reporting for continuous performance enhancement.

You will own the Zendesk platform end-to-end, develop dashboards, and guide the team through training and development plans to improve capabilities and service levels.

Qualifications

• Minimum 3 years in a customer support or technical support leadership role within an enterprise organization.
• Experience with enterprise ticketing platforms and reporting; Zendesk preferred.

Responsibilities

• Day-to-day management of Customer Care Analysts and their performance
• Own the Zendesk platform end to end, including configuration, dashboards, and ticket processes; establish and monitor team goals, metrics, and service levels
• Own customer satisfaction outcomes; monitor CSAT trends and provide regular performance reporting
• Partner with other departments to resolve complex issues and drive product improvements

Skills

Strategic leadership

Escalation management

Prioritization

Training programs

Cross-functional collaboration

AI tools adoption

MS Office

Education

Bachelor's degree in Business Administration / Communications / IT

5+ years leadership experience in lieu of degree

Tools

Zendesk platform

Ticketing dashboard configuration

Reporting tools

Job description

Vontas is seeking a Manager, Customer Support Operations to lead the Customer Care team, drive process improvements, and align support metrics with company objectives. The role requires strategic thinking, escalation ownership, and the ability to build reporting for continuous performance enhancement.

You will own the Zendesk platform end-to-end, develop dashboards, and guide the team through training and development plans to improve capabilities and service levels.