Remote Operational Support Leader

Bold Penguin; Dublin (OH); À distance; USD 100 000 - 140 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision

401(k) with company match

Employee Assistance Program

Parental Leave

Disability and Life Benefits

Résumé du poste

Bold Penguin seeks an Operational Support Services Manager to lead the OSS team, driving fast, accurate agent support and high-quality workflows. You’ll own escalation timelines, coach teams, and partner with CS, Carrier Ops, Product, and Engineering to scale an exceptional agent experience.

You’ll oversee operational execution, continuous improvement, and SOP updates, while maintaining a customer-first culture and ensuring SLA performance across channels.

Qualifications

• 7+ years of experience in a customer support role.
• 3+ years of experience leading support teams in fast-paced environments.
• Experience in establishing and direct management of support operations using Intercom is strongly preferred.
• Strong people leadership, coaching, and performance management skills.

Responsabilités

• Lead real-time agent support across live chat, email, and case management.
• Monitor queues, response times, and backlog health to ensure SLA performance.
• Coach OSS team members on troubleshooting platform issues, including submissions, logins, integrations, and API errors.
• Serve as an escalation point for complex technical and operational blockers.
• Oversee carrier appointment processing and market access workflows, ensuring accuracy and efficiency.

Connaissances

People leadership

Coaching

Performance management

Communication

Problem-solving

Formation

Bachelor's degree or equivalent

Outils

Intercom

Google Suite

Salesforce

Ticketing systems

CRM platforms

Description du poste

Bold Penguin seeks an Operational Support Services Manager to lead the OSS team, driving fast, accurate agent support and high-quality workflows. You’ll own escalation timelines, coach teams, and partner with CS, Carrier Ops, Product, and Engineering to scale an exceptional agent experience.

You’ll oversee operational execution, continuous improvement, and SOP updates, while maintaining a customer-first culture and ensuring SLA performance across channels.