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Support Operations Manager

3 weeks ago

Hyderabad City Taluka, Pakistan Coinbase Full time
Job Description

This role is responsible for leading a team of customer support agents across multiple channels. The ideal candidate will have experience managing high-performing teams and utilizing metrics to drive business decisions.

The primary responsibilities of this role include:

  • Leading a team of customer support agents across multiple channels (phone, messaging, email)
  • Managing initiatives aimed at streamlining operations and improving customer experience metrics
  • Achieving SLAs, productivity, and quality metrics for the line of business/team members
  • Providing leadership and mentorship across key areas like performance management, learning & development, and leadership skills