Operations Assistant Manager (Customer Support)

Job Overview

The Operations Assistant Manager - Customer Support is responsible for improving agent productivity, quality, and career development within a customer support environment. The role focuses on coaching, performance analysis, and workflow optimization to ensure teams meet service levels, KPIs, and customer satisfaction goals while minimizing unnecessary escalations.

The role will manage Customer Support Specialists handling straightforward to moderately complex customer issues and may oversee team leaders and/or special projects depending on business requirements.

Key Responsibilities

Performance Monitoring & Coaching

• Conduct regular 1:1 coaching sessions to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Identify performance gaps through call, chat, and case monitoring, ticket audits, and performance trends.
• Develop improvement plans for underperforming team members and career development plans for high performers.
• Facilitate group coaching and workshops focused on efficiency, problem-solving, and product knowledge.

Data-Driven Performance Optimization

• Monitor and report on key support metrics such as AHT, FCR, CSAT, and schedule adherence.
• Collaborate with Workforce Management (WFM) to support staffing and capacity planning based on performance trends.
• Partner with Quality, Training, and Customer Experience teams to align coaching with evaluation standards.
• Recommend process improvements to reduce escalations and improve operational efficiency.

Onboarding & Continuous Learning

• Support new-hire nesting and on-the-job training to accelerate employee ramp-up.
• Conduct refresher training on high-priority and recurring customer issues.
• Develop quick-reference guides, learning materials, and micro-training content for support teams.

Process Improvement & Special Projects

• Identify recurring customer and operational issues and recommend improvements to workflows and processes.
• Collaborate with relevant internal teams to address recurring customer concerns and improve the overall support experience.
• Lead and implement special projects assigned based on business needs.

Qualifications

• At least 3 years of experience in Tier 1/Tier 2 technical or customer support, preferably within a SaaS, technology, property technology, ERP, or similar environment.
• Proven experience in coaching, mentoring, or team leadership within a metrics-driven support environment.
• Experience working with customer support KPIs such as FCR, AHT, and CSAT.
• Basic knowledge of SQL and ticketing/support systems.
• Strong analytical and problem-solving skills.
• Ability to translate performance data into actionable coaching and improvement plans.

Knowledge, Skills & Abilities

Technical Skills

• Strong understanding of customer support operations and troubleshooting.
• Basic SQL or log analysis knowledge is an advantage.
• Experience navigating ticketing or CRM platforms such as Salesforce, Zendesk, or similar systems.

Coaching & Leadership

• Ability to implement structured coaching and performance management frameworks.
• Strong ability to translate metrics into actionable development plans.
• Experience delivering short-form training or skills development sessions.

Soft Skills

• High emotional intelligence, particularly when handling sensitive performance discussions.
• Strong collaboration skills when working with Quality, Workforce Management, Training, and Customer Experience teams.
• Adaptable communication style for both new hires and experienced employees.