Hybrid CX & Support Operations Lead

Delta System & Software, Inc.; Santa Ana (CA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Delta System & Software, Inc. is building a Customer Experience division in Santa Ana and seeks a Customer Service Manager to lead day-to-day ticket management across digital and telehealth platforms.

You will design processes, triage, coach agents, and establish a scalable, metrics-driven operation with cross-functional partnerships; growth potential and future team expansion are highlighted.

Qualifications

• 5+ years in customer service or success with at least 2 years in a supervisory or management capacity.
• Experience building or significantly improving customer service processes, tools, or infrastructure from the ground up.
• Experience managing a team of customer-facing agents, including hiring, coaching, and performance management.
• Strong written and verbal communication skills, with the ability to de-escalate and resolve sensitive customer issues.
• Comfortable working with data - able to define, track, and report on team KPIs.
• Bachelor's degree preferred or equivalent practical experience.

Responsibilities

• Oversee day-to-day management of active customer service inbound tickets across multiple digital and telehealth platforms.
• Build and formalize customer service processes, workflows, and SOPs where none exist.
• Identify gaps in current infrastructure and drive improvements with Product, IT, and Operations.
• Hire, train, schedule, and manage a team of customer service agents; set performance expectations and provide coaching.
• Establish and track KPIs and report team performance to leadership.
• Serve as escalation point for complex issues, coordinating with internal teams.

Skills

Coaching & mentorship

Operational planning

KPIs & data

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Ticketing systems

Job description

Delta System & Software, Inc. is building a Customer Experience division in Santa Ana and seeks a Customer Service Manager to lead day-to-day ticket management across digital and telehealth platforms.

You will design processes, triage, coach agents, and establish a scalable, metrics-driven operation with cross-functional partnerships; growth potential and future team expansion are highlighted.