Senior Manager, Customer Support Operations

About the role and why it’s unique:

• Strategically oversee the administration, quality assurance, and training functions within the customer service department.
• Lead initiatives to design and implement comprehensive training and quality assurance programs that directly impact customer service excellence.
• Drive continuous improvement by evaluating training effectiveness, identifying skill gaps, and translating quality assurance insights into actionable strategies.
• Collaborate with senior leadership to ensure training and quality programs align with evolving business objectives, industry best practices, and company goals.
• Oversee key administrative functions, leveraging technology to streamline operations, track certifications, and manage QA outcomes, ensuring seamless integration across departments.

Who you are:

• Bachelor’s degree in Business Administration, Human Resources, Organizational Development, or a related field, or have equivalent experience.
• 5+ years of senior management experience in customer service, training, or quality assurance, with a proven track record of success in designing and implementing scalable programs.
• Deep understanding of QA systems, metrics, and continuous improvement practices, with a focus on enhancing service delivery.
• Strong leader with exceptional analytical, organizational, and communication skills, capable of managing diverse teams and driving organizational change.

Even better if you have:

• Experience with advanced learning technologies and systems for training management, tracking certifications, and quality assurance reporting.
• Expertise in cross-functional collaboration, particularly in driving initiatives aimed at improving customer experience and operational efficiencies.
• A background in data-driven decision-making, using feedback and performance metrics to optimize training and quality programs.
• Knowledge of customer service trends and industry best practices, with the ability to implement innovative strategies that enhance team performance and customer satisfaction.

Our target starting base salary range for this position is between $120,000 and $135,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

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