Skills:
Customer Support Leadership, Escalation Management, Quality Assurance, Workflow Optimization, AI & Automation About the Technology Company / The Opportunity: Are you a transformative customer support leader seeking to modernize and scale high-impact teams? Our client, an innovative organization at the forefront of technology-driven customer support, offers the opportunity to reimagine the support function through automation, artificial intelligence, and process excellence. You'll play a pivotal role leading frontline service, moderation, and critical escalations, building a future-ready team that delivers measurable results in a dynamic, high-growth environment in Las Vegas, Nevada. Responsibilities: Lead and inspire a diverse customer support team handling frontline service, moderation, escalation, quality, fraud, and payments. Set clear expectations, drive accountability, and foster a high-performance, adaptable culture. Design staffing plans and schedules to optimize coverage, efficiency, and team performance. Oversee daily operations, monitor performance metrics (CSAT, response time, resolution rates), and address performance gaps promptly. Build and enhance training and QA programs to onboard new hires efficiently and maintain high standards. Integrate AI and automation tools into workflows to drive operational scale and cost-efficiency. Collaborate cross-functionally with Product, Engineering, and Data teams to resolve root causes and elevate the customer experience. Manage the transition of support operations in-house, ensuring knowledge transfer and vendor relationships remain strong during the shift. Implement forward-thinking processes and establish new performance metrics that drive continuous improvement and accountability. Must-Have Skills: 5+ years experience in customer support, operations, or a related field, including 3+ years in a leadership capacity. Demonstrated ability to lead teams with measurable improvements in KPIs (e.g., CSAT, resolution time, cost per ticket). Hands-on experience with AI and automation tools in customer support workflows. Strong track record in change management, including restructuring teams and implementing new systems or processes. Expertise in customer support operations—frontline service, moderation, escalations, quality assurance, fraud, and payments. Skilled in building training, quality assurance, and process improvement programs from the ground up. Proficient in using support platforms and reporting tools to analyze data and drive decisions. Exceptional communication and interpersonal skills, with the ability to deliver effective feedback and influence stakeholders. Cross-functional collaboration experience with Product, Engineering, or Data teams. Ability to excel in a fast-paced, high-volume environment while making sound, data-driven judgments. Nice-to-Have Skills: Experience with Freshdesk or similar customer support platforms. Vendor management and transitioning operations in-house or reshaping support models. Background in fraud prevention, payment operations, or supporting online platforms. Proven success scaling teams or optimizing workflows in lean, high-growth environments. Demonstrated cost savings through automation or process improvements. Direct influence on product development through customer advocacy and feedback loops. Industry exposure to consumer technology, e-commerce, gaming, fintech, or digital platforms.
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Customer Support Leadership, Escalation Management, Quality Assurance, Workflow Optimization, AI & Automation About the Technology Company / The Opportunity: Are you a transformative customer support leader seeking to modernize and scale high-impact teams? Our client, an innovative organization at the forefront of technology-driven customer support, offers the opportunity to reimagine the support function through automation, artificial intelligence, and process excellence. You'll play a pivotal role leading frontline service, moderation, and critical escalations, building a future-ready team that delivers measurable results in a dynamic, high-growth environment in Las Vegas, Nevada. Responsibilities: Lead and inspire a diverse customer support team handling frontline service, moderation, escalation, quality, fraud, and payments. Set clear expectations, drive accountability, and foster a high-performance, adaptable culture. Design staffing plans and schedules to optimize coverage, efficiency, and team performance. Oversee daily operations, monitor performance metrics (CSAT, response time, resolution rates), and address performance gaps promptly. Build and enhance training and QA programs to onboard new hires efficiently and maintain high standards. Integrate AI and automation tools into workflows to drive operational scale and cost-efficiency. Collaborate cross-functionally with Product, Engineering, and Data teams to resolve root causes and elevate the customer experience. Manage the transition of support operations in-house, ensuring knowledge transfer and vendor relationships remain strong during the shift. Implement forward-thinking processes and establish new performance metrics that drive continuous improvement and accountability. Must-Have Skills: 5+ years experience in customer support, operations, or a related field, including 3+ years in a leadership capacity. Demonstrated ability to lead teams with measurable improvements in KPIs (e.g., CSAT, resolution time, cost per ticket). Hands-on experience with AI and automation tools in customer support workflows. Strong track record in change management, including restructuring teams and implementing new systems or processes. Expertise in customer support operations—frontline service, moderation, escalations, quality assurance, fraud, and payments. Skilled in building training, quality assurance, and process improvement programs from the ground up. Proficient in using support platforms and reporting tools to analyze data and drive decisions. Exceptional communication and interpersonal skills, with the ability to deliver effective feedback and influence stakeholders. Cross-functional collaboration experience with Product, Engineering, or Data teams. Ability to excel in a fast-paced, high-volume environment while making sound, data-driven judgments. Nice-to-Have Skills: Experience with Freshdesk or similar customer support platforms. Vendor management and transitioning operations in-house or reshaping support models. Background in fraud prevention, payment operations, or supporting online platforms. Proven success scaling teams or optimizing workflows in lean, high-growth environments. Demonstrated cost savings through automation or process improvements. Direct influence on product development through customer advocacy and feedback loops. Industry exposure to consumer technology, e-commerce, gaming, fintech, or digital platforms.
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