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Senior Business Operations Specialist
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This is a leadership role where you will oversee the technical staff, manage daily operations, and ensure excellent customer service.
Key Responsibilities:- Manage Customer Support Center operations to deliver exceptional customer experiences.
- Lead a team of engineers in resolving customer issues via phone, chat, or portal.
- Assist with escalations and serve as a resource for complex issues, guiding colleagues on case flow management.
- Couch the team in systematic methods for triage, research, diagnosis, and solutions to both technical and functional issues.
- Collaborate closely with the Global Customer Support Center leadership team to maintain operational parity.
- Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to improve the overall customer experience.
- Deliver key Customer Support Team metrics (SLA, Customer Sat, Net Promoter Score).
- Drive the pursuit of excellence by executing Customer Support goals and initiatives.
- Maintain a high-performance team through mentoring, training, goal setting, coaching, developing, delegation, and accountability.
- Bachelor's degree in Computer Science, Computer Information Systems, or similar areas; Master's degree a plus.
- 8+ years of technical support and service management experience, including 1 year of leadership or supervisor experience.
- Experience working in cloud-based services and technology environments preferred.
- Foundational knowledge of technology components such as relational databases, Linux and Windows operating systems, SQL, Java language, scripting programs, web application servers, and excellent customer relationship and communication skills.
