Operations Support Lead: Real-Time Metrics & Coaching

Arco

United States

Remote

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Meal allowance

Health plan

Dental plan

Transportation

Parental leave

Childcare assistance

Wellhub health partnerships

Zenklub health access

Education incentives

Discounted airline tickets

Pet insurance

Educational materials

Job summary

Arco is an education company focused on transforming learning through innovative materials and solutions. We are seeking a hands-on Support Team Lead in the United States to guide a high-volume customer support team, monitor real-time metrics, and drive improvements.

You will coach staff, analyze KPIs, and collaborate with product and operations to resolve complex cases. The role emphasizes crisis management, emotional intelligence, and strong decision-making under pressure, with opportunities

Qualifications

Experience leading large customer support teams.
Proven ability to monitor CSAT, TPR, TRT, and quality metrics.
Strong crisis management and decision-making under pressure.
Proficient with major CRMs such as Salesforce or Zendesk.

Responsibilities

Supervise and guide the support team, ensuring adherence to guidelines and alignment meetings.
Identify training needs, monitor performance, and provide constructive feedback to promote improvement.
Analyze team metrics, prepare reports for management, and intervene in complex cases.