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

Lexis Nexis; Silt (CO); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading data and analytics company in Colorado seeks an experienced customer support leader. The role involves developing a high-performing team, implementing process improvements, and enhancing customer satisfaction. Candidates should have over 5 years of experience in customer support and strong leadership abilities. This position offers remote work options and promotes a customer-first mindset.

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 defining and tracking KPIs.

Responsibilities

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

Skills

Leadership

Process Improvement

Analytical Skills

Communication

Tools

Zendesk

Salesforce

Job description

Overview

Employer Industry: Insurance Data and Analytics

What to Expect (Job Responsibilities)

• Lead and develop a team of customer support professionals, fostering growth and excellence
• 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 cross-functional teams to represent the voice of the customer and improve service delivery

What is Required (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 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
• Demonstrated ability to scale support teams effectively

Additional Information

#InsuranceIndustry #CustomerSupport #LeadershipRole #CareerOpportunity #RemoteWorkAvailable

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