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stakeholder management cross-functional collaboration escalations asat📋 Description
- Lead day-to-day customer account ops, ensuring timely resolution of requests.
- Own customer experience metrics (ASAT), analyze trends, and drive improvements.
- Manage end-to-end escalations, coordinating with CX, Product, Eng, and Compliance.
- Partner with Product, Engineering, and Compliance to represent customer needs and inform improvements.
- Maintain and improve SOPs and internal tools to increase accuracy and efficiency.
🎯 Requirements
- 3+ years leading customer support or ops teams in fast growth.
- Strong use of support metrics (ASAT) and data-driven improvements.
- Strategic and tactical: oversee daily execution and CX strategy.
- Experience managing escalations with Product and Eng teams.
- People-focused leadership with coaching and development.
- Excellent communication to align priorities across teams.
🎁 Benefits
- Challenging, high-impact work to grow your career.
- Competitive pay with bonuses, equity, and 401(k) matching.
- Comprehensive benefits including health insurance for you and dependents.
- Lifestyle wallet for wellness and learning.
- Life and disability insurance, fertility and mental health benefits.
- Generous time off: holidays, PTO, sick time, parental leave.
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