Certificial · 2 days ago

Director of Support Operations & Automation (Remote)

Holly Springs, NC

Full-time

Remote

Director/Executive

$50K/yr - $500K/yr

5+ years exp

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Financial ServicesInsurance

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Responsibilities

Oversee the daily operations of Certificial’s Support Operations teams

Utilize metrics to manage the Support Operations teams, ticketing systems, and automation systems effectively

Improve upon the artificial intelligence and automation systems to further enhance the customer experience and scalability of the Support Operations teams

Collaborate with Customer Success, Product Management, and Engineering to continuously improve the customer experience and scalability of the Support Operations teams

Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills

Oversee the hiring, onboarding, and day-to-day operations of the Support Operations teams

Provide continuous feedback, coaching, training, and development assistance to the Support Operations team members to foster ongoing growth and expertise on the Certificial platform

Ability to plan schedules and organize workload to meet deadlines

Work cross-functionally with other teams

Adhere to company policies, procedures, and guidelines

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Support Operations ManagementAutomation ExperienceZenDesk ExperienceSaaS Business ScalingDe-escalation SkillsTechnical InclinationInsurance Industry ExperienceCross-functional Collaboration