Job summary
Job post source
This job is directly from OpsArmy
Job overview
The Customer Service Manager at OpsArmy leads a remote team during the launch of a self-serve SaaS product, focusing on operational excellence and exceptional customer support.
Responsibilities and impact
The role involves managing and coaching a distributed customer service team, monitoring performance and escalations, optimizing support workflows, collaborating cross-functionally, and maintaining training and knowledge bases.
Experience and skills
Candidates need 2+ years managing customer service or support teams, preferably in SaaS or startups, strong communication and coaching skills, proficiency with tools like Slack, Intercom, Jira, and a data-driven approach to customer satisfaction, with a U.S. location requirement.
Work environment and culture
The company supports a fully remote, U.S.-based work environment emphasizing high performance and operational excellence in customer service.
Team overview
The candidate will lead a growing, distributed team of frontline customer service representatives focused on supporting a new product launch.
Job location and travel
This is a fully remote position for candidates based in the United States.
Application process
Applicants must apply through operationsarmy.com/application as specified in the job post.
Unique job features
The role offers the opportunity to build and shape a world-class support experience from the ground up during a product launch, using modern SaaS support tools and processes.
Company overview
OpsArmy is a comprehensive HR platform that specializes in helping businesses hire top international talent, manage compliance, run payroll, and monitor employee performance. Founded in 2022, OpsArmy offers a fully managed HR solution that enables companies to fill open roles efficiently while reducing payroll costs by up to 50%. The company provides a marketplace for virtual assistants, interviewing, hiring, and training them to meet the specific needs of businesses. OpsArmy's services are designed to streamline operations and support business growth by offering flexible and affordable HR solutions tailored to various industries.
How to land this job
Tailor your resume to highlight your leadership experience managing remote customer service teams, especially in SaaS or startup environments, emphasizing your ability to scale operations and drive performance metrics.
Focus on showcasing your proficiency with tools like Slack, Intercom, Jira, and Pylon, and your skills in process improvement, coaching, and cross-functional collaboration to align with the role's operational and strategic demands.
Apply through multiple channels including OpsArmy's corporate careers page at operationsarmy.com/application and LinkedIn to maximize your application visibility and increase your chances of consideration.
Connect on LinkedIn with current OpsArmy customer service managers or team leads; start conversations by referencing their recent product launch or asking about best practices in managing remote support teams to break the ice.
Optimize your resume for ATS by integrating keywords from the job description such as 'remote team management,' 'SaaS support,' 'performance metrics,' 'process improvement,' and the specific tools mentioned to ensure your resume passes initial screenings.
Use Jennie Johnson's Power Apply feature to automate tailored applications, identify multiple application portals, and find relevant OpsArmy contacts on LinkedIn, freeing your time to prepare for interviews and refine your skills.
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