Customer Service Operations Manager
Posted on :
02-12-2022
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Job Description
Service Operations is responsible for building our customer service network and supporting all NEP business Service Operations teams are the first point of contact our customers have when using NEP s products and services and we strive towards developing a support organization that is reliable, consistent, and scales
The team provides first line support for our growing suite of This role is an opportunity to lead the launch and development of the support function and team in North America and become a future LOB owner as we look to further expand our product offerings and client base in the
What you will do:
- Hire, manage and upskill agent teams on the ground while maintaining connection and engagement with cross functional teams in relation to user experience ( Product, Engineering, and Sales)
- Align regional to company priorities to ensure no gap between strategy and execution
- Engage strategically with stakeholders to improve offerings and the overall user experience
- Handle key projects and program-manage critical initiatives
- Identify operational weaknesses and help improve or innovate new processes and tools
- Own communications and reporting, tell the story of NA Helpdesk to global stakeholders
Requirements
- Experience within a helpdesk / support / customer service or similar customer-oriented functions (within B2B context preferable)
- You re a dedicated multi-tasker, able to prioritize multiple moving pieces, identify dependencies, tackle and unlock bottlenecks and leverage a wide network of people & resources
- Understanding of what is required to ensure that customers are satisfied with SaaS solutions
- Experience building and leading teams
- Business understanding and experience with organizations in change
- Enjoy working analytically and have an understanding of technology
- Broadcasting and SaaS industry experience preferred
Due to the requirements of this position, NEP requires as a condition of employment for this position that a candidate be fully vaccinated for ; If a candidate is offered this position with NEP, such offer is contingent on the candidate providing proof of full vaccination status by his or her start ; Pursuant to the Americans with Disabilities Act and Title VII of the Civil Rights Act of 1964, NEP will consider reasonable accommodations to a candidate s inability to vaccinate due to disability or religious belief, but NEP s consideration of potential reasonable accommodations does not guarantee commencement of
Benefits
Check us out at
Experience within a helpdesk / support / customer service or similar customer-oriented functions (within B2B context preferable) You re a dedicated multi-tasker, able to prioritize multiple moving pieces, identify dependencies, tackle and unlock bottlenecks and leverage a wide network of people & resources Understanding of what is required to ensure that customers are satisfied with SaaS solutions Experience building and leading teams Business understanding and experience with organizations in change Enjoy working analytically and have an understanding of technology Broadcasting and SaaS industry experience preferred Due to the requirements of this position, NEP requires as a condition of employment for this position that a candidate be fully vaccinated for If a candidate is offered this position with NEP, such offer is contingent on the candidate providing proof of full vaccination status by his or her start Pursuant to the Americans with Disabilities Act and Title VII of the Civil Rights Act of 1964, NEP will consider reasonable accommodations to a candidate s inability to vaccinate due to disability or religious belief, but NEP s consideration of potential reasonable accommodations does not guarantee commencement of
Employment Type
Full Time
Key Skills
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