Job summary
Job post source
This job is directly from OpsArmy
Job overview
The Customer Service Manager role at OpsArmy involves leading a remote team to deliver exceptional support during a self-serve SaaS product launch, focusing on operational excellence and customer experience.
Responsibilities and impact
The manager will oversee a distributed team, monitor performance and SLAs, handle escalations, optimize support workflows, collaborate cross-functionally, maintain the knowledge base, and lead regular team meetings.
Experience and skills
Candidates need 2+ years managing customer service teams, preferably in SaaS or startups, strong communication and coaching skills, proficiency with tools like Slack, Intercom, Jira, and a data-driven mindset; must be US-based.
Work environment and culture
The role is fully remote within the US, emphasizing a remote-first environment and collaborative team management.
Team overview
The candidate will lead a growing team of frontline customer service representatives in a remote setup.
Job location and travel
Fully remote position for US-based candidates.
Application process
Applicants should apply via operationsarmy.com/application.
Unique job features
The job features managing support for a self-serve SaaS product launch with opportunities to improve processes and collaborate across teams using modern 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 highlight your experience managing remote customer service teams, especially within SaaS or startup environments, emphasizing your ability to scale operations effectively.
Focus on showcasing your skills in coaching, team performance monitoring, and operational oversight, including familiarity with tools like Slack, Intercom, Jira, and Pylon as mentioned in the job description.
Apply to OpsArmy through multiple channels including their corporate application site operationsarmy.com/application and LinkedIn to maximize your chances of being noticed.
Connect with current OpsArmy customer service or operations team members on LinkedIn, using ice breakers like commenting on the challenges of managing remote teams or asking about their experience launching self-serve SaaS products.
Optimize your resume for ATS by incorporating keywords such as 'remote team management,' 'SaaS customer support,' 'performance monitoring,' 'process improvement,' and the specific tools listed in the job description.
Use Jennie Johnson's Power Apply feature to automate tailoring your resume, find the best application portals, and identify relevant OpsArmy contacts for networking, allowing you to focus more on preparing for interviews and other job search activities.
Jennie Johnson works for you!
Here’s what we do to make sure you’re successful:
Targeted Resume Revamp:
We expertly craft your resume to navigate Applicant Tracking Systems (ATS) and showcase your qualifications, making you stand out as a top-tier candidate.
Job Description Dissection:
Unpack the job posting with expert analysis, ensuring your application hits every key requirement.
Bespoke Cover Letter:
Capture the attention of hiring managers with a personalized cover letter that highlights how your skills align perfectly with the job's needs.
Interview Mastery:
Prepare for interviews like a pro with likely questions, strategic answers, and insightful questions for you to ask, setting you apart as an informed candidate.
Direct Application Insights:
Receive tailored advice on the best places to apply, ensuring your applications are seen by the right employers.
Skills and Gaps Assessment:
Identify and close critical skills gaps to position yourself as the best-fit candidate for your ideal job.
Personalized Email Pitch:
Make a memorable first impression with an email template crafted to engage potential employers and initiate meaningful conversations.
In-depth Research Guide:
Leverage comprehensive research tools to gather effective insights on companies, industry trends, and role-specific challenges.
Detailed Company Analysis:
Gain in-depth understanding of your prospective employer, giving you the edge in applications and interviews.
Strategic Candidate Overview:
Understand your unique value and why companies would want to interview you, highlighting your background and positioning.