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Support Operations Lead
| Company | Fora |
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| Location | New York, NY, USA |
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| Salary | $90000 – $105000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 2–4 years of experience in customer support, product operations, operations, or a similar field.
- 1–2 years of management experience
- Proficiency in administering ticketing platforms (e.g., Intercom) and proven track record of improving customer support operations (e.g., SLA, response time, CSAT)
- Basic understanding of AI tools, particularly in customer support automation (e.g., chatbots, AI-driven FAQs).
- Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Looker or other BI/analytics tools.
- Capability to lead and manage offshore/remote resources or freelance teams.
- Excellent written and verbal communication.
- Empathy for advisors and a personable, service-oriented approach.
- Unwavering attention to detail.
- Self-starter with a strong sense of initiative and ownership.
- Ability to influence and inspire cross-functional teams.
Responsibilities
- Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform resource planning and capacity management.
- Support Strategic Initiatives: Lay the groundwork for scaling operations, including exploring offshore resources and moving towards 24/7 support.
- Daily monitoring of Support queues: Forecast ticket volume and capacity needs to ensure adequate support coverage. Coordinate daily on operational queue management across multiple support teams.
- Improve Advisor Experience: Support resources to empower advisors with self-service options, making support interactions more seamless and efficient.
- Enhance Operational Efficiency: Leverage AI-driven solutions to reduce the workload on human support agents, allowing them to focus on more complex, high-touch tickets.
- Self-Service Resource Development: Enhance self-service options by improving help center articles and internal documentation. Work with Training + Advisor Experience teams to develop advisor-facing resources that empower advisor to access help asynchronously.
Preferred Qualifications
- Hospitality or travel advising experience.
- Strong familiarity with self-service resources, such as help centers or knowledge bases.
