Customer Experience Operations Manager

Job DescriptionJob DescriptionOVERVIEW:GiGstreem is a US based national Internet Service Provider, serving Residential (Single Family, MDU) and Commercial (MTU) clients with technology solutions in markets across the country. As a part of our growth and expansion, GiGstreem is looking to hire a Field Technician. SUMMARY: We’re looking for an entrepreneurial-minded Customer Experience Operations Manager who is passionate about problem-solving and building an exceptional customer experience. With a focus on data-driven decision-making, you'll play a crucial role in optimizing our support process and systems within the Customer Care and Field Operations domains. Working closely with our data team, you’ll identify bottlenecks and update our processes, so our customers receive the best experience when using our service. You’ll report directly to our Director of Growth and work closely with our Operations and Technology teams. If you’re looking to make an impact and enjoy a dynamic and fast-paced environment, this is the perfect opportunity for you. ESSENTIAL DUTIES & RESPONSIBILITIES : The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Lead the strategic optimization of our Customer Care and Field Operations systems and processes to help us provide customers with a seamless support experience. Collaborate closely with cross-functional teams, particularly our Care and Field teams, to define and implement strategic technology solutions. Identify opportunities for automation and system enhancements to drive efficiency and scale operations effectively. Analyze the customer experience and agent performance metrics to identify areas for improvement and implement solutions. Develop and maintain documentation outlining process enhancements and updates. REQUIRED QUALIFICATIONS : A minimum of 3 years’ experience in customer support. PREFERRED QUALIFICATIONS : Strong organizational skills: The ability to manage multiple projects simultaneously and coordinate with cross-functional partners. Excellent communication skills: You can articulate complex ideas clearly and effectively to individuals at all levels of an organization. Ticketing System experience: You have previously used Ticketing systems like Zendesk or Zoho Desk (which we use) and have lots of ideas on how to improve their use. Entrepreneurial problem-solving skills: You can identify and address complex business challenges tactically, as well as developing long-term solutions that scale. Process mindset : You understand the importance of process (and its enforcement) in scaling an organization. Bonus Telecom experience : We’ll teach you everything you need to know about the industry, but you’ll be a step ahead on the learning curve. BENEFITS : Health Insurance Vision insurance Dental insurance Long Term Disability Life Insurance Paid Time Off Monthly Cell Phone Reimbursement SCHEDULE : Full-time Salary Range: $70,000 - $90,000 Location: Remote. GiGstreem is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@gigstreem.com . #J-18808-Ljbffr