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This job is responsible for formulating and implementing Customer Care Operations policies and setting performance standards. It involves creating strategies that integrate technology and tools to improve service quality. The role focuses on driving revenue and refining departmental processes. Experience with Sentinel 1 and Rapid 7 highly preferred.
Job Responsibility
Leads customer-facing calls that provide security related details to the customer's environment
Designing and executing process improvements, policies and performance standards
Providing routine reports and analysis of Key Performance Indicators and other operational metrics to inform strategic decisions
Evaluating and adopting innovative methods and techniques to enhance operational effectiveness in customer service
Offering leadership and expertise in all aspects of customer contact and operational analysis to drive customer service excellence
Coordinating with various teams to support the execution of strategic plans aimed at improving customer service outcomes
Leading cross-functional initiatives to streamline customer service processes and improve the customer experience
Conducting thorough assessments of customer service operations to identify areas for continuous improvement
Other duties and responsibilities as assigned
Requirements
Bachelor's Degree
5-7 Years relevant work experience
Experience with Sentinel 1 and Rapid 7 highly preferred
Ability to communicate technical security concepts to both technical and executive audiences
Proven experience managing sensitive customer conversations with professionalism and confidence
Exceptional verbal communication and presentations skills in high visibility environments
Consistent exercise of independent judgment and discretion in matters of significance
Regular, consistent and punctual attendance
Must be able to work nights and weekends, variable schedule(s) as necessary
What we offer
Medical, prescription, vision, and dental insurance for eligible employees
401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
Paid time off including eight observed company holidays and flex time
Exclusive perks + discounts, including tuition assistance, commuter benefits and more