Customer Support Operations Manager

About the company:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart home with technology that is simple, intuitive, useful, and invisible. We recently raised $100M in funding and we're looking to grow our Engineering and Operations teams. At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

It’s also an approach that has led to our partnerships with Apple, Amazon (including Ring integration), Walmart, and other industry leaders – assuring that our products provide solutions that align with the technology choices and preferences of our customers.

The Role:

As the Support Operations Manager, your role is to help Level Home's Support team improve customer satisfaction and drive business success through support delivery initiatives. You'll work closely with Support Leadership to meet ambitious KPIs and OKRs, taking ownership of critical aspects of our Support Operations function like business reviews, agent productivity, process optimization, tools and automation, and continuous improvement.

Responsibilities:

• Provide support in areas such as training, quality assurance, workforce management, and reporting.
• Embrace Innovation
• Drive for Results
• Think Customer First
• Define, implement, and manage required organizational-wide operational initiatives or programs.
• Collaborate with the Head of Support to manage and oversee the budget and headcount tracking for Support Center Operations.
• Add new KPIs and OKRs as necessary to ensure overall business goals are achieved.
• Lead with Passion
• Oversee and manage the daily operations of the Support Center by monitoring, managing, and reporting on established KPIs and OKRs.
• Build with Respect
• Strive for Continuous Improvement: Staying updated on industry best practices,and trends.Proactively identify opportunities for process enhancements and recommend strategies to drive operational efficiency and improve customer satisfaction.
• Sourcing, recruiting, coaching, mentoring, and managing the performance of Support Center staff.
• Be a champion and role model demonstrating the core shared values adopted by the support team:

Requirements:

• Previous experience in a similar role within a contact center or customer service environment.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of Salesforce Service Cloud, workforce management software, and ticketing tools.
• Strong analytical and problem-solving skills, with the ability to exercise business judgment to determine appropriate action plans and resolutions.
• Ability to travel up to 10% yearly
• Excellent communication and interpersonal skills to collaborate effectively.
• Familiarity with contact center operations, metrics, and key performance indicators.
• Detail-oriented with a focus on accuracy and quality of work.
• Professional written and verbal communication skills.
• Flexibility to work in shifts and adapt to changing business requirements.