- Company Name
- Jus Mundi
- Job Title
- Customer Operations Manager
- Job Description
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**Job title:** Customer Operations Manager
**Role Summary:**
Lead the global customer support operations in a B2B SaaS environment, building and scaling processes, tools, and a high‑performing support team to deliver fast, empathetic resolution while driving efficiency and alignment with Sales, Customer Success, and Product teams.
**Expectations:**
- Own daily support service delivery, ensuring quick response and high satisfaction.
- Mentor and manage a distributed support staff, hiring, training, and performance monitoring.
- Embed automation and AI into workflows to increase speed and quality.
- Deliver KPI‑driven reports and identify continuous improvement opportunities.
- Participate in ~50% of support tickets, maintaining a direct client interaction presence.
**Key Responsibilities:**
- Oversee day‑to‑day operations of the Care team on Intercom and other customer‑facing channels.
- Recruit, onboard, and develop a globally distributed support squad (3‑5 agents).
- Design, document, and enforce operational procedures, escalation paths, and quality standards.
- Partner with Sales, Customer Success, and Product to ensure seamless handovers and clear communication.
- Monitor key metrics (response time, CSAT, resolution rate), generate dashboards, and report findings to leadership.
- Identify and implement process automation, tool integrations, and AI enhancements to reduce manual effort.
- Conduct root‑cause analysis for recurring issues and coordinate cross‑functional fixes.
- Maintain a high level of client empathy, clarifying needs and escalating complex problems appropriately.
**Required Skills:**
- Minimum 5 years in Customer Support, Support Operations or Customer Success within SaaS/tech.
- Proven team‑leadership experience across multiple time zones.
- Deep experience with Intercom (or comparable help desk) and proficiency in optimizing platform workflows.
- Strong process‑oriented mindset; ability to build, document, and enforce SOPs.
- Demonstrated use of automation, integrations, or AI in support setups.
- KPI‑driven analytical skills, with proven ability to track, report, and act on performance data.
- Excellent written and verbal communication; bilingual fluency required (English + another language).
- Salesforce familiarity is a plus.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Information Systems, or related field.
- Relevant certifications (e.g., Intercom, Salesforce, Customer Support Leadership) preferred but not mandatory.