Experienced Customer Support Operations Lead – Scaling Support Efficiency and Excellence at careerzynith
At careerzynith, we're on a mission to revolutionize the way people work and live. As a values-driven organization, we're committed to creating a culture that empowers our team members to grow, learn, and thrive. We're seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team and help us scale our support operations to meet the demands of our growing business.
About careerzynith
careerzynith is a leading provider of innovative solutions for the PropTech industry. Founded in 2011, we've built a reputation for delivering high-quality products and exceptional customer experiences. Our flagship product suite, 'careerzynith Property,' has more than 5 million units on its platform, and we're committed to continuing our growth and expansion.
The Role
As our Customer Support Operations Lead, you'll play a critical role in shaping the future of our support operations. You'll be responsible for improving support efficiency, reducing friction, and enhancing the overall customer experience. Your expertise will help us scale our support team, optimize our workflows, and drive measurable improvements in CSAT, escalation quality, and resolution time.
Key Responsibilities
* BPO Management & Enablement: Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence.
- Escalation Strategy & Quality Improvement: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues. Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity. Improve cross-functional visibility and create actionable insights from high-priority cases.
- Tooling Optimization: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify opportunities to automate repetitive tasks and improve agent experience. Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams.
- Support Efficiency & SLA Adherence: Streamline support processes and improve routing logic to reduce response and resolution times toward a Apply for this job