Customer Support Operations Lead

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

The Customer Support Operations Lead plays a key role in enhancing the efficiency and effectiveness of the customer support team. This position involves overseeing the daily operations, optimizing support processes, and implementing strategies to improve customer satisfaction. The individual in this role collaborates closely with other departments to ensure a seamless customer experience, monitors performance metrics, and identifies areas for improvement. Additionally, the Customer Support Operations Lead is responsible for training and mentoring support staff, leading projects to advance support capabilities, and maintaining high service standards.

- Bachelor's degree in business, management, or a related field
- Minimum of 5 years of experience in customer support or a related field
- Proven experience in a leadership role within a customer support environment
- Strong knowledge of customer support software and ticketing systems
- Excellent analytical skills, with the ability to interpret data and make data-driven decisions
- Exceptional communication and interpersonal skills
- Strong problem-solving abilities and the ability to handle escalated issues effectively
- Experience in developing and implementing customer support policies and procedures
- Proficiency in preparing and presenting performance reports
- Familiarity with workforce management processes, including scheduling and shift assignments
- Ability to develop and maintain training materials and programs
- Up-to-date knowledge of industry trends and best practices in customer support
- Proven ability to foster a positive and collaborative team environment
- Strong organizational skills and the ability to manage multiple tasks simultaneously
- Proficiency in using CRM and other customer support tools
- Ability to work cross-functionally with other departments to resolve issues
- Experience in conducting performance evaluations and providing constructive feedback
- Strong coaching and mentoring skills
- High level of empathy and customer-centric mindset
- Ability to adapt to fast-paced and changing environments

- Oversee daily operations of the customer support team
- Monitor and analyze support metrics
- Implement customer support policies and procedures
- Conduct team meetings and coaching sessions
- Handle escalated customer inquiries
- Coordinate with other departments for issue resolution
- Develop and maintain training materials for staff
- Prepare and present performance reports to senior management
- Manage the support ticketing system
- Stay informed about industry trends and best practices
- Foster a positive team environment
- Oversee workforce management, including scheduling and shift assignments
- Conduct performance evaluations and provide feedback

The ideal candidate for the Customer Support Operations Lead role will possess a Bachelor's degree in business, management, or a related field and bring a minimum of 5 years of significant experience in customer support or a related domain, with proven leadership experience in managing support teams. This individual will demonstrate strong analytical capabilities, efficiently interpreting data to drive performance enhancements and customer service excellence. They will be highly proficient in using customer support software and CRM tools, adept at developing and implementing effective support policies and procedures, and capable of preparing comprehensive performance reports for senior management. Their exceptional communication skills, both verbal and written, will be complemented by a high emotional intelligence and customer-centric mindset, enabling them to resolve escalated issues with composure and empathy. The ideal candidate will excel in fostering a collaborative and positive team environment, displaying strong organizational skills, attention to detail, and the ability to manage multiple priorities. Their problem-solving abilities will be proactive and forward-thinking, with a strategic approach to continuous improvement. Additionally, they will be experienced in workforce management, including scheduling and shift assignments, and skilled in developing and maintaining training programs. This individual will exhibit flexibility and adaptability in fast-paced and ever-changing environments, possess robust coaching and mentoring skills to encourage team development, and show a strong work ethic with a dedication to professional growth and maintaining the highest standards of service quality.

- Oversee the daily operations of the customer support team to ensure efficient workflow and high-quality service delivery
- Monitor and analyze support metrics, making data-driven decisions to improve efficiency and performance
- Create and implement customer support policies, procedures, and service standards to enhance the customer experience
- Conduct regular team meetings and one-on-one coaching sessions to provide feedback and identify areas for improvement
- Handle escalated customer inquiries and issues, ensuring timely and effective resolution
- Coordinate with other departments to facilitate smooth communication and problem-solving for cross-functional issues
- Develop and maintain training materials and programs for new hires and ongoing staff development
- Prepare and present regular performance reports to senior management, highlighting key metrics and improvement initiatives
- Manage the support ticketing system, ensuring tickets are properly categorized, assigned, and resolved within SLA standards
- Stay up-to-date with industry trends and best practices to drive continuous improvement and innovation within the support team
- Foster a positive team environment, promoting collaboration, motivation, and professional growth
- Oversee the workforce management process, including scheduling, shift assignments, and leave management to ensure adequate coverage and optimal resource utilization
- Conduct performance evaluations and provide constructive feedback to team members, identifying opportunities for skill enhancement and career progression

- Strong leadership skills with the ability to inspire and motivate a team
- Exceptional problem-solving abilities and a proactive approach to resolving issues
- High emotional intelligence and a customer-centric mindset
- Excellent communication skills, both verbal and written
- Analytical mindset with the ability to make data-driven decisions
- Proven track record of managing customer support operations effectively
- Adaptability and flexibility to thrive in a fast-paced, changing environment
- Strong organizational skills and attention to detail
- Ability to foster a positive and collaborative team environment
- Competency in developing and implementing training programs
- Ability to manage multiple tasks and priorities simultaneously
- Proficiency in using customer support software and CRM tools
- High level of empathy and understanding towards customer needs
- Ability to work cross-functionally and collaborate with other departments
- Strong coaching and mentoring skills for team development
- A strategic thinker with innovative ideas for continuous improvement
- Patient and composed under pressure, handling escalations with ease
- Self-motivated with a passion for maintaining high-quality service standards
- Strong work ethic and a commitment to professional growth and learning

- Competitive salary range: $70,000 - $90,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) with company matching
- Paid time off (PTO) and holidays
- Flexible work schedule and remote work options
- Professional development and training opportunities
- Access to online learning resources and industry conferences
- Employee wellness programs, including mental health support
- Childcare assistance and family leave policies
- Employee discount programs
- Commuter benefits and transportation subsidies
- Performance-based bonuses and incentives
- Collaborative and inclusive company culture
- Opportunities for career advancement and internal promotions
- Employee recognition programs and awards
- Company-sponsored social events and team-building activities
- Subscription to relevant industry publications and resources