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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer service operations, with a focus on team development, performance management, and strategic initiative execution. Proficient in implementing workflow improvements and leveraging AI tools to enhance operational efficiency.
Highest-signal resume keywords
People ManagementChange ManagementAI Tool AdoptionCustomer Service OperationsProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations OptimizationData-Driven ProgramsPerformance ManagementProcess ImprovementWorkload BalancingQuality TrackingCapacity-Based Work IntakeConsult Output TargetsCross-Functional LeadershipScheduling Management
Soft Skills
Excellent CommunicationCultural CompetencyConflict ResolutionProfessionalismJudgment
Tools & Technologies
NICEAirtableSlackAI-Enabled ToolsWorkforce Management Tools
Certifications & Qualifications
BA/BS Degree
Industry Keywords
Customer Service OperationsPremium SupportHospitality KnowledgeGlobal TeamsDiversity and Inclusion
About the role
Key responsibilities & impact- Lead a team of 7–8 Team Specialists within Premium Support across Canada and EMEA
- Coach, develop, and performance-manage Team Specialists
- Lead subject matter expertise work as the frontline for Premium Support
- Build development paths and stretch assignments toward cross-functional project leadership
- Identify and implement workflow improvements and maintain Slack-based processes
- Oversee scheduling, NICE, related spreadsheets, and the scheduling inbox
- Set and track quality, volume, turnaround, and consult-output targets
- Oversee consults and refresher sessions
- Establish capacity-based work intake, distribution, and workload balancing
- Lead structured projects including process design, communications, change-management plans, and success tracking
- Drive automation and scaling initiatives, including AI-enabled tools
- Provide performance insights to Premium Support leaders for coaching and improvement
- Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale
- Lead the team through transition from informal to formal, regionalized systems and processes
- Adjust schedule as needed to overlap with EMEA team members
Requirements
What you’ll need- 8+ years of progressive experience in contact center or customer service operations
- Increasing responsibilities in strategy, operations optimization, and data- and technology-driven programs
- Direct people management experience, including coaching, performance management, and developing team members
- BA/BS degree required
- Background in customer service operations and understanding of scaled operations
- Hospitality or premium tier support knowledge
- Active use of AI tools in day-to-day work and comfort leading AI adoption
- Change management skills
- Ability to translate strategy into concrete team actions
- Ability to communicate with engineering, product, process improvement, analytics, frontline, and executive stakeholders
- Experience working in global teams at scale in fast-paced, ambiguous environments
- Excellent communication skills
- Ability to formalize documents and decks for cross-functional work or senior leadership presentations
- Strategic initiative and stakeholder management skills
- Strong work ethic, professionalism, confidentiality, and judgment
- Comfort with conflict, feedback, and employee/Talent issues
- Cultural competency and commitment to diversity and inclusion
- Ability to work weekend days and on-call, with flexibility to overlap with EMEA team members
- Structured project management, Airtable or similar tools, NICE or similar workforce management tools, and EMEA/time-zone management experience are nice to have
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Remote work eligibility
- Occasional Airbnb office work or offsites, as agreed with manager
- Reasonable accommodations throughout the recruitment process
- Weekend and on-call schedule flexibility