Customer Operations Manager (Customer Operations Department)

Hi there!
We are Semrush, a global IT company developing our own product ? a platform for digital marketers. New stars are born here, so don?t miss your chance.

Semrush is seeking a Customer Operations Manager to lead and optimize all aspects of customer support operations within the Retention division. The ideal candidate will be adept at managing dynamic teams and driving operational excellence. This role will oversee teams responsible for Customer Support Training, Quality Assurance, Customer Operations, Escalation Management, and Workforce Management. The Customer Operations Manager will champion continuous improvement initiatives, enhance customer satisfaction, and contribute significantly to the operational success and growth of the Retention division. This position requires close collaboration with cross-functional teams, including Customer Success, Sales, and Product, to align strategies and ensure the seamless delivery of superior customer experiences.
Tasks in the role
? Develop and implement strategies to improve customer support efficiency, quality, and overall customer experience
? Oversee the daily operations of the Customer Operations team, ensuring smooth workflow and adherence to service level agreements (SLAs)
? Analyze key performance indicators (KPIs) such as customer satisfaction scores, handle times, and resolution rates to identify areas for improvement
? Conduct root cause analysis for support escalations, identify trends, and implement corrective actions
? Develop and execute comprehensive training programs for the Support teams, ensuring alignment with organizational goals and customer needs
? Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction
? Drive continuous improvement initiatives across the Support team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction
? Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives
? Provide insights to the business based on trends, root causes, and escalations to inform departmental and business strategy
? Develop and manage plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members

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