Customer Support - Process Design & Program Manager

Job Description

Role Overview:
We are looking for a Customer Support - Process Design & Program Manager to enhance our customer support operations. The ideal candidate will be responsible for designing efficient support processes, improving customer experience, and ensuring scalable support operations. Prior experience in customer support is a plus, but strong program management and process optimization skills are essential.

Key Responsibilities:

• Process Design & Optimization: Develop, implement, and refine customer support workflows to enhance efficiency and customer satisfaction.
• Program Management: Lead and execute projects focused on support operations, ensuring timely and effective implementation.
• Customer Experience Enhancement: Identify pain points in the customer journey and implement solutions to improve response times and resolution rates.
• Technology & Automation: Leverage support tools (e.g., Zendesk, Freshdesk, chatbots, AI-driven support) to streamline operations.
• Cross-functional Collaboration: Work closely with Product, Engineering, Compliance, and Marketing teams to align support processes with business objectives.
• Data-Driven Decision Making: Analyze customer support data to identify trends, optimize workflows, and drive continuous improvement.

Quality Assurance & Training: Develop training materials, ensure adherence to service level agreements (SLAs), and implement quality control measures

Requirements

• 6+ years of experience in customer support operations, process design, or program management.
• Strong background in process optimization, workflow automation, and project execution.
• Familiarity with customer support tools like Zendesk, Freshdesk, or Salesforce Service Cloud.
• Experience in the crypto, fintech, or trading industry is a plus.
• Ability to analyze data and drive insights for operational efficiency.
• Strong communication, stakeholder management, and problem-solving skills.
• Experience in managing and scaling customer support teams is a plus.