Job summary
Job post source
This job is directly from OpsArmy
Job overview
The Customer Service Manager at OpsArmy leads a remote team to deliver exceptional support during the launch of a self-serve SaaS product, ensuring operational excellence and customer satisfaction.
Responsibilities and impact
The role involves managing and coaching a distributed customer service team, monitoring performance and SLAs, handling escalations, scheduling coverage, optimizing workflows and tools, collaborating cross-functionally, and maintaining training resources and knowledge bases.
Experience and skills
Candidates should have 2+ years managing customer service or support teams, preferably in SaaS or startups, with strong communication, coaching skills, proficiency in tools like Slack, Intercom, Jira, and a data-driven approach to performance; must be U.S. based.
Work environment and culture
The company supports a fully remote, U.S.-based work environment focused on high performance and operational excellence in customer service.
Team overview
The candidate will lead a growing, distributed frontline customer service team during a product launch phase.
Job location and travel
Fully remote position for candidates based in the United States.
Application process
Applicants must apply online at operationsarmy.com/application.
Unique job features
The role offers the opportunity to build and scale a world-class support experience from the ground up during a product launch, using modern collaboration and support tools.
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 emphasize your experience managing remote customer service teams, particularly within SaaS or startup environments, showcasing your ability to scale operations and lead distributed teams effectively.
Highlight your proficiency with key tools mentioned in the job description such as Slack, Intercom, Jira, and Pylon, and demonstrate your data-driven approach to monitoring team performance and customer satisfaction.
Apply through multiple platforms including OpsArmy's official application page at operationsarmy.com/application and LinkedIn to maximize your visibility and chances of landing an interview.
Connect with current OpsArmy employees in the customer service or operations divisions on LinkedIn; start conversations by referencing the company's recent self-serve product launch or asking about their insights on managing remote teams.
Optimize your resume for ATS by incorporating specific keywords from the job description like 'remote team management,' 'SaaS support operations,' 'customer satisfaction,' and the names of relevant tools to ensure it passes initial automated screenings.
Leverage Jennie Johnson's Power Apply feature to automate and tailor your applications across multiple channels, identify valuable LinkedIn connections, and optimize your resume for ATS, freeing up your time to focus on preparing for interviews and networking.
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