Operations Lead

Required Skills & Experience

• 4–5+ years of experience in customer support operations, service management, customer experience, or related operational roles.
• Experience leading day-to-day operations within a high-volume customer support or service environment.
• Demonstrated experience developing KPIs, SLAs, dashboards, operating mechanisms, and performance-management processes.
• Proven ability to use operational data to identify issues and independently drive improvements.
• Experience leading or coaching customer support or operations teams.
• Experience with Salesforce
• Strong escalation management, problem-solving, and root-cause analysis skills.
• Excellent written and verbal communication skills, including communicating operational performance to leadership.
• C1-level English proficiency.
• Comfortable operating in a fast-paced, evolving environment where processes and structures are still being developed.

Job Description

The Operations Lead is responsible for the day-to-day operations of the team, overseeing customer onboarding and tier-one support across residential and commercial customers. This role combines service management, operational leadership, and people management. The Operations Lead will establish the systems, mechanisms, and metrics needed to deliver a consistent customer experience, proactively identify performance issues, manage escalations, and continuously improve how the team operates. The ideal candidate is an experienced customer support or service operations leader who can bring structure to an evolving environment and independently turn performance signals into action.