US Tech Solutions · 4 months ago
Customer Support Operations Specialist (Safety Ops, Escalations Mgmt.)
San Diego, CA
Full-time
Hybrid
Mid Level
3+ years expUS Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. They are seeking an experienced Customer Support Operations Specialist to join their Safety Operations team, focusing on escalations management and operational excellence for hardware devices. This role involves driving insights, reporting, and process improvements to enhance customer safety and experience while collaborating with cross-functional teams.
Information Technology
Responsibilities
Monitor and manage escalation queues, coordinating with Tier 3 agents and full-time support teams to ensure timely and effective case resolution
Provide strategic insights and recommendations on escalation handling, appeasement strategies, and safety protocols, aligning with organizational guidance
Prepare, maintain, and present dashboards and reports on safety metrics, escalation trends, and process effectiveness to drive continuous improvement
Partner with Safety Operations and cross-functional teams to conduct deep-dive investigations, root-cause analysis, and risk mitigation initiatives
Support process design and documentation, including case workflows, safety reporting standards, and operational playbooks
Collaborate with content, training, and analytics teams to ensure knowledge base, support tools, and agent guidance are optimized for safety and efficiency
Contribute to scaling global processes, including support for multiple products, geographies, and languages, ensuring alignment with strategic objectives
Qualification
Required
3+ years in Customer Support Operations, Escalations Management, or Safety Operations, preferably in hardware, biotech, or medical device environments
3+ years of experience with hardware troubleshooting, technical support, or operational processes
Strong analytical skills, with hands-on experience creating dashboards, KPI reports, and operational metrics for safety and compliance
Excellent communication and stakeholder management skills, with experience presenting insights to senior leaders
Bachelor's degree or equivalent practical experience
Preferred
Experience supporting large-scale, multi-product, multi-geography hardware support operations
Familiarity with customer experience metrics (CSAT, NPS) and initiatives to improve self-service and agent-assisted support outcomes
Knowledge of regulated device environments and safety compliance standards
Experience with knowledge management systems, training content, or multimedia support resources
Demonstrated ability to influence processes, drive operational excellence, and deliver measurable ROI in a complex support organization
Company
US Tech Solutions
US Tech Solutions counted among the largest yet the fastest growing staffing firm; all achieved organically.
1001-5000 employees
H1B Sponsorship
US Tech Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (9)
2023 (13)
2022 (24)
2021 (18)
2020 (14)
Funding
Current Stage
Late StageLeadership Team
Manoj Agarwal
Chief Executive Officer
Recent News
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2025-05-17
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2024-12-13
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