Technical Sales Support Specialist
Carrier Commercial Refrigeration
Customer Service Operations Lead
GRAIL
full-time
Posted on:
Location Type: Hybrid
Location: Durham • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $97,000 - $121,000 per year
Job Level
Senior
About the role
- Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion
- Act as the primary point of contact for internal stakeholders on all customer service operational initiatives
- Analyze performance data to identify pain points, trends, and opportunities for improvement
- Build reporting frameworks and dashboards to monitor key performance indicators
- Prepare reports for upper management or other departments, including production statistics and forecasting projections
- Optimize and document workflows to improve efficiency, scalability, and quality of service
- Develop and refine standard operating procedures (SOPs) for customer service operations
- Ensure readiness and alignment across teams for new launches, process updates, and operational changes
- Research best practices, tools, and emerging trends in customer service operations
- Identify and test new models or technologies to enhance team performance and the customer experience
Requirements
- Bachelor’s degree or equivalent experience required
- 8+ years of experience in customer service, operations, or a related field
- Proven experience leading operational initiatives or programs
- Strong analytical skills with the ability to interpret complex data sets and drive insights
- Demonstrated ability to collaborate cross-functionally and manage multiple priorities
- Solid project management skills and ability to influence and drive decision making
- Familiarity with contact center tools and technologies (e.g., CRM- SalesForce, ticketing systems, knowledge bases)
- Excellent verbal and written communication skills
- Experience managing teams or mentoring others, even in an unofficial capacity, preferred
- Experience in fast-paced, high-growth environments
- Prior exposure to CX tools, automation platforms, or workforce planning
- Knowledge of project management tools and methodologies.
Benefits
- Flexible time-off
- 401k with a company match
- Medical, dental, vision plans
- Mindfulness offerings
- Annual bonus plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisreporting frameworksdashboard creationworkflow optimizationstandard operating proceduresproject managementcustomer service operationsperformance monitoringforecastingCX tools
Soft skills
analytical skillscollaborationproject managementcommunication skillsmentoringinfluencingdecision makingmulti-priority managementleadershipadaptability
Certifications
Bachelor's degree
