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Hybrid Customer Operations Team Manager

at StarRez, Inc.
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Posted 3 weeks ago

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About the role

  • Provide overall support and leadership of India Office for Customer Operations Team
  • Provide support for creation of Customer Operations projects
  • Join team member calls as needed to provide support and guidance
  • Responsible for creating new team member training
  • Responsible for internal training for Customer Operations Team in India Office
  • Responsible for Project Assignment Process
  • Responsible for Case Escalation Process
  • Meet individually with all Customer Operations Team members in India Office at least once a week to review projects and provide support
  • Ensure seamless communication between Services, Customer Success, and Support roles in region
  • Provide customer facing escalation support for Services, Customer Success, and Support
  • Monitor administrative tasks of the Customer Operations Team to ensure consistency and accuracy
  • Provide monthly reporting to key internal stakeholders on all customers using analytics that provide updates on customer health

Requirements

  • Proficient User of Microsoft Office Suite and support systems
  • Proficient User of Salesforce or comparable CRM
  • Excellent attention to detail
  • Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure and with time constraints in a fast-paced team-oriented environment.
  • Effective verbal, written, and visual presentation skills
  • Confident and professional conversation/facilitation skills over phone and video
  • Strong judgment, issues management, and problem analysis techniques
  • Knowledge of the customer lifecycle in Software as a Service (SaaS)
  • High degree of integrity and ability to maintain confidentiality and trust around sensitive issues.
  • Strong problem-solving skills, interpersonal skills and ability to develop effective working relationships with the business leaders within the company
  • Confidence to make decisions that balance the customer needs with the company goals
  • Strong communication skills and demonstrated ability to communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization

Benefits

  • A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.
  • Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.
  • Long-Term Vision: We’re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.
  • Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.
  • Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.

Job title

Customer Operations Team Manager

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

HybridHyderabadIndia

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