Sr. Customer Support Manager (Remote - Colorado, California & Georgia)

Lexis Nexis; Columbus (OH); Remote; USD 75,000 - 95,000; Full time

Job summary

A data and analytics firm is seeking a Customer Support Leader in Columbus, Ohio. The ideal candidate will have over 5 years of experience in customer support, including at least 2 years in a leadership role. Responsibilities include team development, driving process improvements, and enhancing customer satisfaction. Strong analytical and communication skills are essential. This role emphasizes collaboration within teams to ensure high-quality customer interactions.

Qualifications

• 5+ years of experience in customer support or operations.
• At least 2 years in a leadership role.
• Proven track record of improving processes.

Responsibilities

• Lead and develop a team of customer support professionals.
• Identify and implement process improvements.
• Drive automation and workflow enhancements.

Skills

Leadership

Customer support operations

Analytical skills

Communication skills

Tools

Zendesk

Salesforce

Job description

Overview

Employer Industry: Data and Analytics for the Insurance Industry

What to Expect

• Lead and develop a team of customer support professionals, fostering growth and accountability
• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Drive automation and workflow enhancements to improve productivity and response times
• Design and manage quality assurance programs to ensure high-quality customer interactions
• Collaborate with product, engineering, and business teams to represent the voice of the customer

What is Required

• 5+ years of experience in customer support or operations, including at least 2 years in a leadership role
• Proven track record of improving processes and driving operational efficiency
• Strong analytical and reporting skills with experience defining and tracking KPIs
• Excellent communication and leadership abilities with a focus on team development
• Ability to thrive in a fast-paced, collaborative environment with a customer-first mindset

How to Stand Out (Preferred Qualifications)

• Experience with customer support tools such as Zendesk, Salesforce, and QA or BI platforms

#InsuranceIndustry #CustomerSupport #Leadership #CareerGrowth #DataAnalytics

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