Customer Operations Lead

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Customer Operations Lead plays a pivotal role in ensuring seamless and efficient customer service operations. They oversee the daily functions of the customer support team, implement process improvements, and develop strategies to enhance customer satisfaction. By analyzing performance data and customer feedback, they identify trends and areas for improvement, ensuring a high-quality experience for clients. Additionally, they collaborate closely with other departments to align customer service objectives with overall business goals, fostering a customer-centric culture throughout the organization.

- Bachelor's degree in Business Administration, Management, or related field.
- Minimum of 5 years of experience in customer service or operations, with at least 2 years in a supervisory or leadership role.
- Strong understanding of customer service principles and practices.
- Excellent leadership and team management skills.
- Exceptional verbal and written communication skills.
- Proficient in using customer support software and tools.
- Strong analytical and problem-solving abilities.
- Ability to develop and implement process improvements.
- Experience in handling escalated customer issues and conflict resolution.
- Ability to work collaboratively with other departments.
- Proficient in preparing and analyzing performance reports with key metrics.
- Strong organizational and time management skills.
- Experience in recruiting, interviewing, and onboarding staff.
- Ability to train, mentor, and coach team members effectively.
- Familiarity with designing and conducting customer satisfaction surveys.
- Adaptability and ability to manage multiple tasks and priorities.
- High attention to detail and ability to ensure accuracy in work.
- Strong customer focus and dedication to meeting customer needs.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).

- Oversee daily operations and team management of customer service representatives.
- Monitor and ensure quality of customer interactions.
- Analyze customer inquiries, concerns, and complaints; develop effective response strategies.
- Conduct regular team performance review meetings and provide updates.
- Train, mentor, and coach customer service staff.
- Collaborate with other departments to resolve cross-functional issues.
- Evaluate and implement process improvements.
- Prepare and analyze performance reports with key metrics and trend data.
- Handle escalated customer issues for timely resolution.
- Develop and maintain documentation of procedures and best practices.
- Coordinate schedules and work assignments to ensure proper staffing.
- Participate in recruiting, interviewing, and onboarding new team members.
- Manage and utilize customer support software and tools effectively.
- Engage with customers through multiple channels to gather feedback.
- Design and conduct customer satisfaction surveys; analyze results.

The ideal candidate for the Customer Operations Lead role will possess a Bachelor's degree in Business Administration, Management, or a related field, coupled with a minimum of 5 years of progressive experience in customer service or operations, including at least 2 years in a supervisory or leadership capacity. This individual will demonstrate a strong command of customer service principles and practices, as well as exceptional leadership and team management skills. They will excel in verbal and written communication and be highly proficient in using customer support software and tools. With robust analytical and problem-solving abilities, the candidate will be adept at developing and implementing process improvements and handling escalated customer issues efficiently. The ideal candidate will also exhibit the capability to work collaboratively with other departments, prepare and analyze detailed performance reports, and have experience in recruiting, interviewing, and onboarding new team members. They will possess strong organizational and time management skills, a high attention to detail, and a proactive, self-motivated approach. Emotional intelligence, the ability to remain calm under pressure, and a commitment to continuous improvement are essential traits, along with the ability to think strategically and execute tactically. The perfect fit for this role will display a high degree of integrity, professionalism, and a strong customer focus, ensuring they foster a positive work environment and deliver exceptional customer satisfaction.

- Oversee daily operations and manage a team of customer service representatives.
- Monitor customer interactions to ensure service quality and adherence to company policies.
- Analyze customer inquiries, concerns, or complaints, and develop effective response strategies.
- Conduct regular team meetings to review performance and provide updates.
- Train, mentor, and coach customer service staff to enhance their skills and performance.
- Collaborate with other departments to address and resolve cross-functional issues.
- Evaluate and implement process improvements to enhance customer satisfaction and operational efficiency.
- Prepare and analyze performance reports, including key metrics and trend data.
- Handle escalated customer issues and ensure timely resolution.
- Develop and maintain comprehensive documentation of procedures and best practices.
- Coordinate schedules and work assignments to ensure appropriate staffing levels.
- Participate in recruiting, interviewing, and onboarding new team members.
- Utilize and manage customer support software and tools effectively.
- Engage with customers through multiple channels to gather feedback and insights.
- Design and conduct customer satisfaction surveys and analyze results.

- Strong leadership and management capabilities
- Excellent problem-solving skills
- High level of emotional intelligence
- Ability to remain calm under pressure
- Strong organizational skills
- High attention to detail
- Proactive and self-motivated
- Adaptable and flexible
- Strong team-building skills
- High degree of integrity and professionalism
- Strong customer focus
- Ability to think strategically and execute tactically
- Excellent interpersonal communication skills
- Collaborative mindset
- Results-oriented
- Strong analytical skills
- Ability to foster a positive work environment
- Innovative and forward-thinking
- Commitment to continuous improvement
- Excellent time management skills

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (vacation, sick leave, holidays)
- Professional development and training opportunities
- Career advancement and growth potential
- Flexible work schedule options
- Remote work opportunities (when applicable)
- Employee wellness programs and resources
- Tuition reimbursement for continued education
- Performance-based bonuses and incentives
- Company-sponsored events and team-building activities
- Paid parental leave
- Employee assistance program (EAP)
- Commuter benefits and travel reimbursement
- Discounted company products/services
- Ergonomic workspace and equipment
- Supportive and collaborative work environment
- Access to industry-leading customer support tools and technology
- Opportunities for cross-departmental collaboration and learning