Remote Customer Support Ops Lead (CRM & Escalations)

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

Job summary

VetClaims.ai in the United States is seeking an experienced Assistant Manager to lead daily Customer Support operations in a fully remote role. You will manage CRM-driven workflows and coach a team to deliver high-quality service while safeguarding financial discretion.

The ideal candidate has 2+ years in customer service and demonstrated leadership. Proficiency with HubSpot/Salesforce and strong analytical skills are required.

Qualifications

• Minimum of 2 years of experience in customer service, management, team leadership, or a related field.
• Strong working knowledge of HubSpot, Salesforce, or comparable CRM platforms.
• Demonstrated leadership or supervisory experience, including employee coaching, performance management, or team coordination.

Responsibilities

• Support daily operations, including employee supervision, scheduling, workflow management, and service quality.
• Utilize HubSpot, Salesforce, or similar CRM systems to manage customer records, track tickets, monitor performance, generate reports, and improve workflows.
• Monitor KPIs, productivity, service levels, and quality standards to identify performance concerns and improvement opportunities.
• Coach and develop employees and Team Leads while reinforcing accountability and customer service expectations.
• Handle escalated customer concerns, including refund requests, billing disputes, payment issues, and financial resolutions.
• Apply effective de-escalation and conflict-resolution techniques when addressing difficult or sensitive customer situations.
• Conduct root cause analysis to identify recurring complaints, operational problems, and service failures; recommend corrective actions.

Skills

CRM platforms

Team leadership

Analytical skills

Tools

HubSpot

Salesforce

Job description

VetClaims.ai in the United States is seeking an experienced Assistant Manager to lead daily Customer Support operations in a fully remote role. You will manage CRM-driven workflows and coach a team to deliver high-quality service while safeguarding financial discretion.

The ideal candidate has 2+ years in customer service and demonstrated leadership. Proficiency with HubSpot/Salesforce and strong analytical skills are required.