Remote Customer Support Operations Lead (CRM)

VetClaims LLC; United States; Remote; USD 80,000 - 90,000; Full time

Job summary

VetClaims.ai is seeking an experienced Assistant Manager to support daily Customer Support operations in a fully remote US role. The ideal candidate will have a strong background in CRM platforms such as HubSpot or Salesforce, customer service excellence, team leadership, and operational management.

You will manage daily workflows, resolve escalated concerns, analyze performance data, and mentor staff. Experience handling refunds, billing disputes, and financial resolutions is highly valued,

Qualifications

• Minimum of 2 years in customer service, management, team leadership, or a related field.
• Strong working knowledge of HubSpot, Salesforce, or comparable CRM platforms, including ticket management and reporting.
• Demonstrated leadership or supervisory experience with coaching and performance management.
• Strong analytical, organizational, communication, and problem-solving skills.
• Experience handling escalations and applying de-escalation techniques.
• Ability to analyze performance data and recommend operational improvements.

Responsibilities

• Oversee daily operations, supervise staff, schedule, and maintain service quality.
• Use HubSpot, Salesforce, or similar CRM to manage records, tickets, and reports.
• Monitor KPIs, productivity, service levels, and quality standards.
• Coach Team Leads and employees, uphold accountability and service expectations.
• Handle escalated customer concerns including refunds and billing disputes.
• Apply de-escalation techniques for sensitive situations.
• Conduct root cause analysis to identify recurring issues and recommend fixes.
• Coordinate with leaders to resolve complex issues and improve CX.
• Support the Operations Manager and cover daily activities in their absence.

Skills

Team leadership

Analytical skills

Customer service

Workflow management

Reporting

Tools

HubSpot

Salesforce

Job description

VetClaims.ai is seeking an experienced Assistant Manager to support daily Customer Support operations in a fully remote US role. The ideal candidate will have a strong background in CRM platforms such as HubSpot or Salesforce, customer service excellence, team leadership, and operational management.

You will manage daily workflows, resolve escalated concerns, analyze performance data, and mentor staff. Experience handling refunds, billing disputes, and financial resolutions is highly valued,