Support Operations Manager

3 weeks ago


Kent, Washington, United States Vector Talent Solutions Full time
About the Role">We are seeking an experienced Support Operations Manager to join our team at Vector Talent Solutions. In this role, you will be responsible for developing and implementing support strategies that drive customer satisfaction, retention, and operational efficiency.">

">Responsibilities include:
  • Developing and Implementing Support Strategies:
    • Develop and implement support policies, procedures, and best practices.
    • Create and execute a customer support roadmap aligned with company goals.
    • Identify opportunities to improve customer experience and service delivery.
  • Managing Support Teams:
    • Recruit, train, and mentor support team managers and staff.
    • Set performance standards and KPIs for the support team.
    • Foster a positive and high-performance team culture.
  • Analyzing Support Metrics:
    • Monitor and analyze support metrics and customer feedback to drive improvements.
    • Streamline support processes to enhance efficiency and reduce response times.
    • Implement tools and technologies to optimize support operations (e.g., CRM systems, ticketing software).


Requirements:

We are looking for a candidate with a Bachelor's degree in Business, Management, or a related field (Master's preferred) and at least 8 years of experience in customer support or service roles, with at least 3-5 years in a leadership position.

The ideal candidate will have a proven track record of managing large support teams in a fast-paced environment, excellent leadership, communication, and interpersonal skills, and analytical mindset with the ability to interpret data and drive decision-making.



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