Customer Support Operations Lead
September 7
Description
• This crucial position merges analytical skills with performance oversight to manage and improve the efficiency and effectiveness of customer support functions. • The ideal candidate will be responsible for data analysis, strategic reporting, and recommending areas for improvement.
Requirements
• 2-3 years of proven experience in a customer support or call center environment • Associate’s degree, preferred • Experience working in a fast-paced or start-up environment, preferred • Ability to work autonomously and manage time and priorities effectively • Knowledge of the mattress and or retail industry, preferred • Experience working with cross functional partners • Experience in data analysis, preferably in a customer support or call center setting. • Strong analytical skills and experience with performance metrics. • Proficient using Slack, G-Suite and reporting systems such as Looker and Five9 • Experienced in creating spreadsheets and dashboards and telling the story behind the data. • Demonstrated experience in effectively managing and resolving escalated situations, ensuring customer satisfaction • Proven ability to make sound decisions in high-pressure scenarios, addressing customer concerns promptly and finding resolutions that align with company policies • Must be able to lift up to 15 pounds to handle computer equipment
Benefits
• Remote-first workplace (since 2016!) • Competitive pay. • Health, Vision & Dental Insurance. • HSA company contributions. • 401K with a company match component. • Generous Paid Time Off. • Wellness benefits. • WFH office and cell phone/internet stipend. • A FREE MATTRESS plus an awesome Friends and Family discount!
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