CX Operations Manager

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

We are seeking an experienced Customer Support Operations Manager to join our team. In this role, you will be responsible for overseeing the technical aspects of customer support programs to ensure they run efficiently and effectively. You will collaborate with cross-functional teams to manage the implementation of programs, identify and mitigate risks, and ensure successful delivery of projects. The ideal candidate will have a strong technical background, excellent project management skills, and a deep understanding of customer experience.

What you bring

• Experience managing complex technical programs, preferably in the customer experience domain 
• Strong technical background and understanding of software development, data analysis, and systems integration 
• Excellent project management skills, including the ability to create and manage project plans, budgets, and timelines 
• Strong problem-solving skills and the ability to identify and mitigate risks 
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders 
• Strong attention to detail and the ability to manage multiple projects simultaneously

Key Responsibilities 

• Own and oversee Zendesk administration, establishing best practices for management and ensuring consistent governance across all teams.
• Collaborate closely with operation teams to design and implement triggers, automations, data flows, and playbooks that enhance customer support efficiency
• Manage the technical delivery of customer success tooling initiatives, including scoping requirements, developing project plans, executing implementations, and tracking progress to completion
• Drive adoption and optimisation of new tooling and processes within CX operations, managing associated timelines, resources and stakeholder communication
• Simplifying and standardise operational processes across Tier 1 and Tier 2 teams, ensuring scalability and efficiency
• Monitor and analyse key metrics, iterating customer journey automations, improving workload distribution, and enabling customer growth through targeted playbooks
• Proactively identify operational needs by benchmarking against industry best-practices, continuously refining and enhancing operational strategies
• Conduct adhoc Data analysis to provide meaningful insights for optimising best practices and processes ultimately enhancing our customer experience.
• Strong attention to detail and the ability to manage multiple projects simultaneously.
• Ensure technical requirements are clearly defined and communicated to all stakeholders.
• Identify opportunities for process improvements and drive the implementation of changes.
• Working with all teams within the success ecosystem to build lean cx methodologies within our structures
• Owning the integration of external tools and platforms
• Ensuring a clean data structure to allow strong connection of information and security
• Collaboration with Product, Engineering, and Sales to support external data sharing

Practicals

• You'll report to: Senior Manager - CX Business Operations
• Team: Customer Experience 
• Location: EMEA
• Start