Nysonian Inc.

Customer Support

• Lead and manage the daily operations of our in-house D2C call center, ensuring world-class service quality and response times
• Oversee a team of customer care agents, supervisors, and leads across all support channels (phone, chat, email, SMS)
• Drive performance across core KPIs, including AHT, FCR, CSAT, NPS, SLA adherence, QA scores, and staffing efficiency
• Implement and optimize call routing, workflows, knowledge bases, and SOPs to improve operational consistency and customer outcomes
• Own the escalation management process, including chargebacks, refunds, complaints, and customer sentiment recovery
• Partner cross-functionally with Fulfillment, Logistics, Product, Marketing, and eCommerce to resolve consumer issues at the root cause level
• Build workforce schedules, forecast call volumes, and manage staffing needs to meet demand
• Identify and execute improvements in tools, technology, scripts, training, and processes
• Report on performance, trends, and improvements to senior leadership on a weekly and monthly basis
• Champion a culture of customer obsession, coaching, accountability, and continuous improvement.

Customer Care Operations Manager – D2C Contact Center

Customer Success Manager

• Lead, coach, and mentor the Customer Success & Support team to ensure consistent, high-quality service.
• Monitor and analyze performance metrics (SLA, KPI, customer satisfaction) to identify opportunities for improvement.
• Develop and implement service strategies to improve customer retention, loyalty, and engagement.
• Collaborate cross-functionally with Sales, Operations, and Product teams to optimize the end-to-end customer journey.
• Conduct regular performance reviews, training sessions, and development plans for team members.
• Manage escalations and act as the main point of contact for complex or high-impact customer issues.
• Drive continuous improvement initiatives, leveraging customer insights and performance data to enhance service quality.
• Prepare and present department performance reports to executive leadership.
• Promote a customer-centric culture through accountability, recognition, and professional growth initiatives.

• Lead the design and implementation of enablement programs that empower customer-facing teams to deliver high-quality service and brand-aligned experiences
• Partner with Sales, Marketing, Operations, and Product to align tools, processes, and messaging across the customer journey
• Collaborate with senior leadership to translate business goals into customer success strategies that drive loyalty and retention
• Serve as a key advisor on customer-centric best practices, fostering a culture of learning, ownership, and continuous improvement
• Develop and deliver training initiatives focused on communication, problem-solving, and operational excellence
• Coach team leaders and managers to improve performance, consistency, and customer empathy across all touchpoints
• Build resource libraries, playbooks, and onboarding frameworks that reinforce NOBL’s service standards and workflows
• Partner with Operations and Technology to identify workflow inefficiencies and implement solutions that enhance team efficiency and scalability

Customer Care Operations Manager – D2C Contact Center

Customer Success Manager

Customer Success Enablement Manager