Vend Park

Customer Support Operations Manager

Vend Park

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQLTableau

About the role

  • Drive Client and Customer Satisfaction: Lead efforts to enhance client and customer experiences by leveraging technology, data, and creative problem-solving. Act as primary escalation point for complex issues and foster a culture of excellence across the support team.
  • Team Management & Development: Support the Head of Customer Support with day-to-day team management, including performance reviews, goal setting, and career development planning. Mentor, coach, and empower team members to strengthen skills and build confidence while taking ownership of initiatives that enhance leadership capacity across the support organization.
  • Launch & Onboarding Operations: Own the support workstream from post-signing through go-live, running readiness checklists, SLAs, macros, and agent enablement to ensure support-ready launches and seamless client transitions.
  • Reporting & Data Insights: Build and maintain operational dashboards, publish weekly/monthly KPI reviews, and translate performance trends into actionable improvements for support operations.
  • Governance & Process Management: Maintain SOPs, runbooks, and escalation pathways. Ensure procedures are documented and followed while driving continuous improvement initiatives to reduce reopen rates and improve CSAT.
  • Knowledge & Quality Assurance: Expand and maintain the knowledge base and macros. Run a lightweight QA program with calibrations and targeted coaching to ensure consistent service quality.
  • Support Tooling & Automation: Administer Intercom and IVR routing, tags, and workflows. Design no/low-code automations and bots that improve containment and reduce handle time while streamlining support operations.
  • Cross-Functional Collaboration: Work closely with Engineering, Product, Field Operations, Sales, and Implementations to coordinate client onboarding, resolve technical escalations, and support retention efforts.
  • Workforce & Capacity Planning: Partner with leadership on forecasting and scheduling to align staffing with demand, improve service levels, and optimize team performance.
  • Continuous Improvement: Identify root causes, file and drive bugs/feature requests, and iterate on processes to enhance overall support effectiveness and customer experience.

Requirements

  • 3-5 years of experience in customer support, operations, consulting, strategy, or related experience.
  • A strong analytical mindset with the ability to interpret and act on data insights to drive operational and support performance, plus existing data skills (SQL, Excel, Google Sheets, Tableau, etc).
  • Someone who's willing to get their hands dirty and is excited to solve a broad range of operational and customer experience problems with exceptional problem-solving abilities.
  • Experience in cross-functional collaboration, working in operationally rigorous environments, and excellent communication skills to build relationships with clients, customers, and internal team members.
  • Familiarity with automation tools, AI-powered workflows (Zapier, Make, AI assistants), and understanding of how to leverage these technologies to streamline support operations and enhance customer experience.
  • Experience with ticketing systems, CRM platforms, support technologies, or implementing automated support processes and AI-driven customer service solutions is preferred.
  • A proactive approach to driving innovation and efficiency in support operations, with tech company or startup experience as a plus.
  • Comfortable working across time zones with ET‑centric coordination; occasional travel (≤10%).
Benefits
  • Impact: Your work directly improves the day‑to‑day experience for drivers, tenants, and property teams across the country.
  • Autonomy: Partner with the Head of Support to design processes and tooling from the ground up.
  • Growth: Shape a modern, data‑driven support org at a fast‑growing company.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisSQLExcelGoogle SheetsTableauno-code automationlow-code automationticketing systemsCRM platformsAI-driven customer service solutions
Soft skills
problem-solvinganalytical mindsetcommunicationteam managementmentoringcoachingcross-functional collaborationclient relationship buildingcontinuous improvementleadership