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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 teams, optimizing processes, and utilizing performance data to enhance customer experience. Proven ability to manage high-volume operations while fostering a collaborative and high-performing team culture.
Highest-signal resume keywords
Customer Service LeadershipPerformance ManagementAnalytical SkillsProject ManagementCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementCoachingEmployee DevelopmentWorkflow OptimizationData Analysis
Soft Skills
Organizational SkillsAdaptabilityTeam Engagement
Tools & Technologies
ZendeskGorgiasCRM SystemsWorkforce Tools
Industry Keywords
Contact Center OperationsCustomer ExperienceService-Level AgreementsQuality StandardsCross-Functional Collaboration
About the role
Key responsibilities & impact- Lead and continuously improve RYZE’s global customer experience
- Oversee day-to-day contact center operations across all customer support channels
- Set team goals and expectations while coaching team members to improve performance, engagement, accountability, and growth
- Conduct one-on-one meetings, performance reviews, and development conversations
- Build a collaborative, supportive, and high-performing team culture
- Manage underperformance through improvement plans, follow-up, and documented progress
- Guide escalations and complex customer situations toward timely, policy-aligned resolutions
- Communicate departmental priorities, performance expectations, operational changes, and company updates
- Partner with Team Leads and customer service leaders to maintain alignment
- Monitor service-level agreements, quality standards, schedules, workflows, and procedures
- Evaluate staffing needs and coverage plans for business demand and peak periods
- Identify operational gaps, customer pain points, and workflow improvement opportunities
- Lead customer service projects from planning through implementation
- Manage sensitive, high-impact, or complex customer concerns
- Track and analyze response time, resolution time, productivity, quality, CSAT, and NPS
- Use performance data and customer insights to identify trends and guide coaching priorities
- Establish action plans and monitor measurable improvement
- Present performance updates, operational insights, risks, and recommendations to senior leadership
- Ensure performance decisions are consistent, documented, and data-supported
- Partner with Training, Quality, and Operations teams on onboarding, education, and employee development
- Maintain practices for coaching, quality assurance, performance management, and knowledge sharing
- Collaborate cross-functionally to improve policies, tools, and internal processes
- Support rollout and adoption of new systems, workflows, and customer service initiatives
- Stay informed about customer service trends, emerging technologies, and operational practices
Requirements
What you’ll need- High school diploma or equivalent required; bachelor’s degree preferred
- At least five years of customer service leadership experience, preferably within a contact center, outsourced, or multi-location environment
- Demonstrated success leading customer service teams and managing day-to-day operations in a high-volume environment
- Strong experience with performance management, coaching, employee development, and team engagement
- Proven ability to lead projects, optimize processes, and improve workflow efficiency
- Strong analytical skills and experience using performance data and customer insights to guide decisions
- Excellent written and verbal communication skills, including the ability to present recommendations clearly to leadership
- Strong organizational skills with the ability to manage competing priorities and follow projects through completion
- A resourceful, adaptable leadership style suited to a fast-paced and evolving organization
- Experience working cross-functionally and managing relationships with internal stakeholders and external partners
- Proficiency with customer service platforms, workforce tools, and CRM systems such as Zendesk, Gorgias, or similar platforms
Benefits
Comp & perks- Performance bonus eligibility
- Equity opportunity as the company scales
- Health, dental, and vision benefits
- 401(k) with match
- Flexible PTO
- A fully remote work environment
- Opportunity to build and shape RYZE’s in-house customer service operation
- Opportunity to work directly alongside the CEO in building a generational company