The role involves designing and optimizing customer support processes, leading program management projects, enhancing customer experience, and analyzing support data for continuous improvement.
Role Overview:
We are looking for a Customer Support - Process Design & Program Manager to enhance our customer support operations. The ideal candidate will be responsible for designing efficient support processes, improving customer experience, and ensuring scalable support operations. Prior experience in customer support is a plus, but strong program management and process optimization skills are essential.
Key Responsibilities:
- Process Design & Optimization: Develop, implement, and refine customer support workflows to enhance efficiency and customer satisfaction.
- Program Management: Lead and execute projects focused on support operations, ensuring timely and effective implementation.
- Customer Experience Enhancement: Identify pain points in the customer journey and implement solutions to improve response times and resolution rates.
- Technology & Automation: Leverage support tools (e.g., Zendesk, Freshdesk, chatbots, AI-driven support) to streamline operations.
- Cross-functional Collaboration: Work closely with Product, Engineering, Compliance, and Marketing teams to align support processes with business objectives.
- Data-Driven Decision Making: Analyze customer support data to identify trends, optimize workflows, and drive continuous improvement.
Quality Assurance & Training: Develop training materials, ensure adherence to service level agreements (SLAs), and implement quality control measures
- 6+ years of experience in customer support operations, process design, or program management.
- Strong background in process optimization, workflow automation, and project execution.
- Familiarity with customer support tools like Zendesk, Freshdesk, or Salesforce Service Cloud.
- Experience in the crypto, fintech, or trading industry is a plus.
- Ability to analyze data and drive insights for operational efficiency.
- Strong communication, stakeholder management, and problem-solving skills.
- Experience in managing and scaling customer support teams is a plus.
Top Skills
Ai-Driven Support
Freshdesk
Salesforce Service Cloud
Zendesk
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Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
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- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
