Operations Lead - Customer Experience & Process Improvement

Insight Global; Bellevue (WA); Sur place; USD 120 000 - 170 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Customer support operations

KPIs & SLAs

Escalation management

Data-driven improvements

People leadership

Salesforce

English proficiency

Outils

Salesforce

Description du poste

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.