Experienced Customer Support Operations Lead – Scaling Support Excellence at careerzynith
At careerzynith, we're on a mission to revolutionize the way people interact with our innovative solutions. As a Customer Support Operations Lead, you'll play a pivotal role in shaping the future of customer experience, driving operational efficiency, and fostering a culture of excellence within our team. If you're a strategic thinker with a passion for systems, scale, and continuous improvement, we want to hear from you!
About careerzynith
careerzynith is a values-driven company that's dedicated to making a positive impact on people's lives. We're a team of like-minded individuals who share a common purpose – to improve the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities!
Our Mission
At careerzynith, we're committed to building better communities. We strive to create an inclusive, supportive culture that empowers each careerzynith'er to succeed and grow. Our mission is to provide innovative solutions that enable real-time property data, making it easier for property managers to improve their operations and maximize returns.
The Role
As a Customer Support Operations Lead, you'll be responsible for driving strategic initiatives that improve support efficiency, reduce friction, and enhance the overall customer experience. You'll lead the operationalization of our BPO support partner, develop a scalable escalation model, optimize tooling, and establish structured reporting and feedback systems. Your expertise will be instrumental in shaping the future of customer support at careerzynith.
Key Responsibilities
* BPO Management & Enablement: Lead the operationalization of our BPO support partner within 12 weeks, delivering clear SOPs, QA standards, tooling access, and structured training programs.
- Escalation Strategy & Quality Improvement: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues, reducing preventable escalations by empowering agents with better SOPs, tooling, and clarity.
- Tooling Optimization: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight, identifying opportunities to automate repetitive tasks and improve agent experience.
- Support Efficiency & SLA Adherence: Streamline support processes and improve routing logic to reduce response and resolution times toward a Apply for this job