Senior Continuous Improvement Lead, Customer Support Operations

Maleda Tech

Senior Continuous Improvement Lead responsible for enhancing customer support operations through process improvement projects. Collaborating cross-functionally to deliver measurable impacts across high priority initiatives.

Posted 6/3/2026contractRemote • 🇺🇸 United StatesSenior💰 $75 - $90 per hourWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
Build queries and use data analytics tools to support process improvement efforts and identify root causes.
Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.

Requirements

What you’ll need

5+ years of post graduate experience in operations, with industrial engineering or similar background preferred.
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt certification, or equivalent demonstrated experience.
Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
Strong stakeholder management skills, with the ability to influence across functions and seniority levels.
Hands on experience in process and systems design and improvement.
Intermediate SQL skills.
Intermediate Excel and analytics capability.
Comfort operating in ambiguous problem spaces.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Maleda Tech Website LinkedIn All Job Openings 11 - 50 employees 🎯 Recruiter 👥 HR Tech 🤝 B2B Recruitment
HR Tech
B2B Maleda Tech is a global contingent workforce solutions provider offering Employer of Record (EOR) services, Managed Service Provider (MSP) programs, Vendor Management System (VMS) implementation, staff augmentation, recruiting, strategic sourcing, tail spend management, and legal/contract operations. They position themselves as a personalized, boutique partner focused on risk compliance and efficient hiring, with an emphasis on diversity (committed to recruiting at least 85% of employees from diverse backgrounds). The company also runs immersive training and mentorship programs to build candidate pipelines and has operations in the Bay Area (California, US) and Addis Ababa (Ethiopia). Senior Continuous Improvement Lead, Customer Support Operations Job not on LinkedIn 🔥 1 hour ago 🇺🇸 United States – Remote 💵 $75 - $90 / hour ⏳ Contract/Temporary 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
Build queries and use data analytics tools to support process improvement efforts and identify root causes.
Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership. 🎯 Requirements
5+ years of post graduate experience in operations, with industrial engineering or similar background preferred.
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt certification, or equivalent demonstrated experience.
Proven track record of leading cross functional teams to deliver process improvements with measurable business impact.
Strong stakeholder management skills, with the ability to influence across functions and seniority levels.
Hands on experience in process and systems design and improvement.
Intermediate SQL skills.
Intermediate Excel and analytics capability.
Comfort operating in ambiguous problem spaces. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Accessibility Customer Support Assistant – Contract 🕒 5 days ago Macmillan 1001 - 5000 📱 Media 📚 Education Website LinkedIn All Job Openings Accessibility Customer Support Assistant providing technical support in the United States. Delivering excellent customer service for inquiries related to accessibility and usability. 🇺🇸 United States – Remote 💵 $20 / hour ⏳ Contract/Temporary 🟡 Mid-level 🟠 Senior 💝 Customer Support Support Specialist, Contract 🕒 5 days ago Handshake 501 - 1000 👥 HR Tech 🎯 Recruiter 🤝 B2B Website LinkedIn All Job Openings Support Specialist at Handshake providing customer support for users. Resolving queries and assisting with platform navigation to enhance user experience. 🇺🇸 United States – Remote 💵 $25 / hour ⏳ Contract/Temporary 🟡 Mid-level 🟠 Senior 💝 Customer Support 🦅 H1B Visa Sponsor Lead Instructor – Computer Support Specialist 🕒 5 days ago Correlation One 51 - 200 Website LinkedIn All Job Openings Lead Instructor teaching Computer Support Specialist courses in virtual classrooms of 30 to 300 learners. Collaborate with operations personnel to ensure exceptional learning outcomes in a remote setting. 🇺🇸 United States – Remote 💰 $5M Series A on 2018-04 ⏳ Contract/Temporary 🟠 Senior 💝 Customer Support 🦅 H1B Visa Sponsor Tier 2 Maintenance and Support Specialist 🕒 5 days ago ELB Learning 501 - 1000 📚 Education 🤝 B2B Website LinkedIn All Job Openings Tier 2 Maintenance and Support Specialist providing technical maintenance and support at ELB Learning. Ensuring system stability and improving efficiencies in a training platform environment. 🇺🇸 United States – Remote ⏳ Contract/Temporary 🟡 Mid-level 🟠 Senior 💝 Customer Support Fractional Customer Service Manager – Claims 🕒 May 20 Silva-Lining HR 1 - 10 🤝 B2B 👥 HR Tech Website LinkedIn All Job Openings Fractional Customer Service Manager optimizing claims process for Silva-Lining HR clients. Requires strong management skills and experience with claims, customer service, and project coordination. 🇺🇸 United States – Remote ⏳ Contract/Temporary 🟡 Mid-level 🟠 Senior 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

data analyticsprocess improvementprocess designFailure Modes and Effects Analysiscost and benefit analysisSQLExcelcustomer service operationscontact center operationsLean Six Sigma

Soft Skills

stakeholder managementcross functional leadershipinfluencing skillsproblem solvinganalytical thinkingcommunicationteam collaborationproject managementadaptabilitystrategic thinking

Certifications

Lean Six Sigma Green BeltLean Six Sigma Black Belt