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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support strategy, operational metrics management, and quality assurance frameworks. Proven ability to lead teams, enhance customer satisfaction, and implement effective training and development programs.
Highest-signal resume keywords
Customer Support Strategy DevelopmentQuality Assurance Program ImplementationOperational Metrics ManagementTeam Leadership and DevelopmentData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Satisfaction ImprovementKPI AnalysisHeadcount PlanningForecastingTraining Program DevelopmentMulti-Tier Support ManagementQA Framework EstablishmentEscalation ManagementPerformance ReportingAI and Automation Optimization
Soft Skills
Exceptional CommunicationExecutive PresenceAnalytical SkillsCoaching and MentoringTrend Identification
Tools & Technologies
SalesforceZendeskIntercomQA ToolsConversation Intelligence Tools
Industry Keywords
SaaSTechnology Sector SupportAutomotive IndustryCustomer Support OperationsContact Center Operations
About the role
Key responsibilities & impact- Own the quality, efficiency, and people strategy of the customer support organization
- Lead customer satisfaction and quality assurance across phone, chat, email, and AI-assisted channels and across Tier 1–3
- Establish unified QA and customer satisfaction frameworks, scorecards, calibration sessions, and sampling methodologies
- Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action
- Own operational metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact
- Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning
- Improve handle time, deflection, self-service, and resolution rates while maintaining quality
- Define escalation paths, tier definitions, and handoff processes
- Hire, onboard, retain, coach, and develop Managers, Team Leads, and frontline agents
- Build career paths, promotion criteria, skill matrices, development plans, and training programs
- Develop and execute the customer support strategy and multi-year roadmap
- Own headcount planning and organizational design
- Translate support trends and root-cause insights into recommendations for Product, Engineering, Customer Success, and Sales
- Partner with Engineering on Tier 3 escalations, bug triage, and incident communication
- Deliver performance reporting and data-driven recommendations to executive leadership
- Lead the team through product launches, customer incidents, and rapid growth
- Report to executive leadership in a fast-paced, remote-first environment
Requirements
What you’ll need- 8+ years of experience in customer support or contact center operations
- 5+ years leading managers or a multi-tier support organization
- Proven track record improving CSAT and quality through a structured QA program
- Experience managing support across multiple channels, including phone, chat, and email
- Experience managing support across Tier 1–3
- Demonstrated success building career paths, training programs, and coaching frameworks that improve retention and performance
- Strong analytical skills with experience using KPIs and dashboards to drive decisions
- Experience managing a department, including headcount planning and forecasting
- Hands-on experience with Salesforce, Zendesk, Intercom, or similar support platforms
- Exceptional communication and executive presence, with ability to translate operational data into leadership-ready insights
- Background in SaaS or technology-sector support organizations
- Preferred: experience implementing or optimizing AI and automation in support
- Preferred: experience with QA and conversation intelligence tools such as Gong
- Preferred: experience scaling a support team through rapid growth
- Preferred: familiarity with automotive or other vertical SaaS industries
Benefits
Comp & perks- Flexible remote work
- Competitive base salaries
- Flexible PTO with no set number of days
- Paid maternity, parental bonding, and medical leave
- Medical, Dental, Vision, and Prescription coverage; employee-only plans cover 100% of premiums and family coverage costs are covered at 50%
- Free, confidential counseling through BetterHelp
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Life and Accidental Death & Dismemberment (AD&D) Insurance
- Up to $60/month toward fitness, mental health, or other wellness expenses
- $300 home office setup bonus after one year of employment
- Support for continuing education
- Team and company-wide offsites several times a year, with attendance fully supported