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

Lexis Nexis; Ringgold (GA); Remote; USD 132,000 - 156,000; Full time

Job summary

A leading data and analytics firm is seeking a Customer Support Manager to lead a team of professionals. Responsibilities include driving operational efficiency, managing quality assurance, and implementing process improvements. Candidates should have over 5 years of relevant experience, strong analytical skills, and a collaborative mindset. This position offers competitive salary, health benefits, and the option for remote work.

Benefits

Annual incentive bonus

Comprehensive health benefits

Career advancement opportunities

Wellness programs

Flexible remote work

Qualifications

• 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 skills to define and track KPIs.
• Excellent communication and leadership abilities.

Responsibilities

• Lead and develop a team of customer support professionals.
• Identify and implement process improvements to enhance efficiency.
• Drive automation and workflow enhancements.
• Manage quality assurance programs.
• Collaborate with cross-functional teams.

Skills

Customer support management

Process improvement

Analytical skills

Leadership

Communication

Tools

Zendesk

Salesforce

QA platforms

BI platforms

Job description

Employer Industry: Data and Analytics for Insurance

Why consider this job opportunity

• Salary up to $155,700
• Eligible for an annual incentive bonus
• Comprehensive health benefits including medical, dental, and vision coverage
• Opportunities for career advancement and professional development
• Supportive work environment with wellness programs and family benefits
• Flexibility of remote work from home

Responsibilities

• 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
• Manage quality assurance programs to ensure high-quality customer interactions
• Collaborate with cross-functional teams to represent the voice of the customer and enhance service delivery

Qualifications

• 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 in defining and tracking KPIs
• Excellent communication and leadership abilities focused on team development
• Ability to thrive in a fast-paced, collaborative environment with a customer-first mindset

Preferred Qualifications

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

#DataAnalytics #CustomerSupport #Leadership #CareerOpportunity #RemoteWork

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