Customer Support Operations Manager

About the company:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart home with technology that is simple, intuitive, useful, and invisible. We recently raised $100M in funding and we're looking to grow our Engineering and Operations teams. At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem. 

It’s also an approach that has led to our partnerships with Apple, Amazon (including Ring integration), Walmart, and other industry leaders – assuring that our products provide solutions that align with the technology choices and preferences of our customers.

 

The Role:

As the Support Operations Manager, your role is to help Level Home's Support team improve customer satisfaction and drive business success through support delivery initiatives. You'll work closely with Support Leadership to meet ambitious KPIs and OKRs, taking ownership of critical aspects of our Support Operations function like business reviews, agent productivity, process optimization, tools and automation, and continuous improvement.

 

Responsibilities:

• Sourcing, recruiting, coaching, mentoring, and managing the performance of Support Center staff.
• Oversee and manage the daily operations of the Support Center by monitoring, managing, and reporting on established KPIs and OKRs. 
• Add new KPIs and OKRs as necessary to ensure overall business goals are achieved. 
• Provide support in areas such as training, quality assurance, workforce management, and reporting.
• Collaborate with the Head of Support to manage and oversee the budget and headcount tracking for Support Center Operations.
• Strive for Continuous Improvement: Staying updated on industry best practices,and trends.Proactively identify opportunities for process enhancements and recommend strategies to drive operational efficiency and improve customer satisfaction.
• Define, implement, and manage required organizational-wide operational initiatives or programs.
• Be a champion and role model demonstrating the core shared values adopted by the support team:
• Think Customer First
• Lead with Passion
• Embrace Innovation
• Drive for Results
• Build with Respect

 

Requirements:

• Previous experience in a similar role within a contact center or customer service environment.
• Strong analytical and problem-solving skills, with the ability to exercise business judgment to determine appropriate action plans and resolutions. 
• Working knowledge of Salesforce Service Cloud, workforce management software, and ticketing tools.
• Excellent communication and interpersonal skills to collaborate effectively.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Professional written and verbal communication skills.
• Detail-oriented with a focus on accuracy and quality of work.
• Familiarity with contact center operations, metrics, and key performance indicators.
• Flexibility to work in shifts and adapt to changing business requirements.
• Ability to travel up to 10% yearly

 

More about Level Home:

When we look around our homes today, we see opportunity. We see “smart” products that lack utility and connected devices that push us further apart. We see consumers with high expectations, current standards set too low, and products that simply fail to deliver.

Level Home Inc. is re-inventing the standard. We’re redefining “smart”, to center around thoughtfulness, practicality, and the people who make the problem worth solving. We approach product design with a blank slate, zero assumptions, and an open-mind, because the way a problem is defi