Customer Ops/Support Manager
il y a 3 jours
Jus Mundi is looking for a proactive and highly organized Care Ops/Support Manager to join our team.
As a Care Ops/Support Manager, you will play a pivotal role at the intersection of customer support and revenue operations, ensuring our users have a seamless experience while scaling and optimizing the processes behind our Care team. This is your opportunity to build and automate support operations from the ground up while staying close to our clients' needs and challenges.
The TeamYou'll be part of our Care Team, the first line of contact for our global customers and a key operational backbone for our Customer Success and Sales teams. Our team is known for its empathy, precision, and operational excellence. You'll collaborate closely with Customer Success, Sales, and Product teams to ensure that client requests are handled quickly, efficiently, and with care, while constantly improving the tools and workflows that make this possible.
Your mission at Jus MundiIn this role, you will:
Manage and scale day-to-day customer support operations, ensuring fast, effective, and empathetic responses to client inquiries via Intercom and other channels.
Lead and mentor a small, globally distributed support team (recruitment, onboarding, training, performance tracking).
Own our Care Ops tools and processes: optimize them for speed, quality, and scalability, introducing automation and AI-driven improvements where possible.
Collaborate with Sales and Customer Success teams to ensure smooth handovers, clear communication, and alignment on client needs.
Monitor and report on key KPIs (response time, satisfaction, issue resolution), proactively identifying areas for improvement.
Take a hands-on approach to support: around 50% of your time will be dedicated to direct client interactions and troubleshooting.
Be the "process police": ensuring that procedures are followed, issues are escalated correctly, and standards are maintained.
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