Job Description
Hi,
We are a fast-growing US-based tech e-commerce brand in the laptop accessories space (portable monitors). We currently work with an external customer support agency (emails, technical assistance, returns portal, logistics coordination, supplier follow-ups, etc.).
While things are working, the structure behind it is weak:
No real SOPs
No clear KPIs or performance governance
No structured QA
No continuous improvement loops
No real accountability
We are looking for a Customer Support Process & Operations Expert — not a support agent — but someone who knows how to build, structure, challenge and scale a support department properly.
Very Important
We are NOT looking here for someone with experience in answering tickets. We are looking for someone with strong experience in:
- Building and documenting SOPs
- Designing scalable support processes
- Creating QA frameworks
- Implementing KPIs & dashboards
- Setting SLAs & performance benchmarks
...
We are a fast-growing US-based tech e-commerce brand in the laptop accessories space (portable monitors). We currently work with an external customer support agency (emails, technical assistance, returns portal, logistics coordination, supplier follow-ups, etc.).
While things are working, the structure behind it is weak:
No real SOPs
No clear KPIs or performance governance
No structured QA
No continuous improvement loops
No real accountability
We are looking for a Customer Support Process & Operations Expert — not a support agent — but someone who knows how to build, structure, challenge and scale a support department properly.
Very Important
We are NOT looking here for someone with experience in answering tickets. We are looking for someone with strong experience in:
- Building and documenting SOPs
- Designing scalable support processes
- Creating QA frameworks
- Implementing KPIs & dashboards
- Setting SLAs & performance benchmarks
...
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