Operations Lead

Insight Global; Bellevue (WA); Presencial; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Insight Global seeks an Operations Lead to oversee day-to-day customer onboarding and tier-one support for residential and commercial clients. You will implement systems, dashboards, and processes to deliver a consistent customer experience and proactively address performance issues.

You will lead a fast-paced team, coach staff, manage escalations, and translate performance signals into action using Salesforce and other tools. Excellent communication and English proficiency are required.

Formación

• 5+ years in customer support operations or related roles.
• Experience leading day-to-day operations in high-volume support environments.
• Demonstrated experience developing KPIs, SLAs, dashboards, and performance-management processes.
• Proven ability to use operational data to identify issues and drive improvements.
• Experience coaching customer support or operations teams.
• Strong escalation management and root-cause analysis skills.
• Excellent written and verbal communication, with ability to report to leadership.
• C1-level English proficiency.

Responsabilidades

• Oversee day-to-day operations of the team, including onboarding and tier-one support.
• Establish systems, mechanisms, and metrics to deliver a consistent customer experience.
• Proactively identify performance issues and manage escalations.
• Continuously improve how the team operates and turns signals into action.
• Lead and coach customer support or operations teams.

Conocimientos

Customer support operations

KPIs & SLAs

Escalation management

Data-driven improvements

People leadership

Salesforce

English proficiency

Herramientas

Salesforce

Descripción del empleo

Job Description

The Operations Lead is responsible for the day-to-day operations of the team, overseeing customer onboarding and tier-one support across residential and commercial customers. This role combines service management, operational leadership, and people management. The Operations Lead will establish the systems, mechanisms, and metrics needed to deliver a consistent customer experience, proactively identify performance issues, manage escalations, and continuously improve how the team operates. The ideal candidate is an experienced customer support or service operations leader who can bring structure to an evolving environment and independently turn performance signals into action.

Skills and Requirements

• 4–5+ years of experience in customer support operations, service management, customer experience, or related operational roles.
• Experience leading day-to-day operations within a high-volume customer support or service environment.
• Demonstrated experience developing KPIs, SLAs, dashboards, operating mechanisms, and performance-management processes.
• Proven ability to use operational data to identify issues and independently drive improvements.
• Experience leading or coaching customer support or operations teams.
• Experience with Salesforce
• Strong escalation management, problem-solving, and root-cause analysis skills.
• Excellent written and verbal communication skills, including communicating operational performance to leadership.
• C1-level English proficiency.
• Comfortable operating in a fast-paced, evolving environment where processes and structures are still being developed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].