Manager, Customer Operations

Hi, I'm Amy Fetchko, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. As Manager, Customer Operations you will oversee the build out of a newly developed Customer Operations team accountable to provide technical support to customers leveraging CSGs CX products. You have a passion for delivering extraordinary customer experiences and leading a team of highly skilled customer support specialists. The Manager must have deep working knowledge and experience in managing and exceeding support KPI’s and critical support metrics. The Manager will work with other members of the leadership team to formulate our Customer Support offerings, protocols and resource model.

We are looking for a Manager, Customer Operations who will: 

• Hire, coach and mentor a team of customer support specialists who are accountable for providing technical support for CSG’s CX product suite.

• Oversee the day-to-day operations of the customer operations function, ensuring timely resolution of customer inquiries and issues.

• Establish departmental best practices, standard operating procedures (SOPs) and implement processes/protocols to ensure a consistently executed support experience.

• Monitor and track key performance indicators related to customer operations, including response time, resolution times, CSAT scores and ticket volume.

• Analyze customer feedback and data to identify trends, insights and opportunities for improvement, and develop strategies to enhance the overall customer support experience.

• Act as a point of contact on customer escalations for support related issues and partner with the various teams across Customer Success to ensure proper resolution and documentation of issues, resolution, and follow-up actions (After Action Summaries).

Is this opportunity right for you? We are looking for candidates who:  ​

• Bachelor’s degree in business administration, Computer Science, Information Systems, related field or equivalent experience.

• 7+ years of experience in customer support, customer service or related roles within a SaaS organization.

• Minimum 5 years acting in a leadership or management position supporting Customer Support organizations for a complex SaaS offering. Contact Center experience a plus.

• Demonstrated leadership and management capabilities, including the ability to lead teams, drive change, and inspire cultural transformation to achieve business objectives.

• Efficient in troubleshooting, multitasking, prioritizing and meeting deadlines in a fast-paced environment while remaining highly organized.

• Familiarity with customer support tools and systems (i.e. helpdesk software, CRM etc.)

• Technically proficient in order to properly explain technical tasks to non-technical stakeholders.

• Strong collaborator, communicator and influencer, able to positively work across a global organization.

• Experience with Contact Center operations, Telephony Network, Secure File transfer protocols, and IVR/SMS messaging systems a plus.

• Self-driven and comfortable with ambiguity and uncertainty.

• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

• Ability to use a personal computer. Proficiency with other Microsoft Office applications.

• Ability to read, write, speak and understand the English language in a business environment.

Our Guiding Principles  

Impact 

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen. 

Integrity 

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. 

Inspiration 

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. 

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid 

• Employee Belonging Groups  

• Healthcare: Dental, Medical, and Vision 

• Paid Vacation, Volunteer, and Holiday Time Off 

• And so much more! 

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us