Operations Lead - Customer Support
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Key skills for this role
Role Overview
The Customer Operations Lead drives operational excellence across the global customer support function.
The role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement.
The position enables scalable, measurable, efficient, and accountable customer support processes across regions.
Key Skills for This Role
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About Evotix
Evotix is a global EHS SaaS company using software, data, and AI to help customers operate more safely and efficiently.
The company describes a growth environment focused on excellence, leadership, impact, trust, and empowerment.
Position Overview
The Customer Operations Lead drives operational excellence across the global customer support function.
The role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement.
The position enables scalable, measurable, efficient, and accountable customer support processes across regions.
Strategy and Continuous Improvement
- Develop and execute Customer Operations strategy aligned with company objectives.
- Establish continuous improvement frameworks and operational maturity roadmaps.
- Lead initiatives that reduce effort, increase automation, and improve service delivery.
- Drive operational planning, capacity management, skills development, and support optimization.
Service Cloud and Technology
- Own the operational roadmap for Salesforce Service Cloud.
- Define, prioritize, and implement Service Cloud enhancements, workflows, automations, and integrations.
- Manage requirements, testing, rollout planning, adoption, and change management.
- Collaborate with Product, Engineering, and Business Systems to maximize platform value.
Knowledge and AI Readiness
- Develop and maintain the global knowledge management strategy.
- Drive knowledge-centered service practices across support teams.
- Prepare the organization for AI-enabled support through structured knowledge frameworks.
- Measure knowledge effectiveness and support self-service initiatives.
Governance and Reporting
- Design and maintain operational policies, procedures, standards, and governance frameworks.
- Define KPI, SLA, CSAT, NPS, quality, backlog, productivity, and customer satisfaction reporting.
- Deliver executive-level reporting and actionable trend analysis.
- Develop forecasting models for demand, capacity, and resource planning.
Quality and Cross-Functional Operations
- Establish ticket-quality standards, conduct audits, and improve incident and escalation management.
- Act as the operational liaison across Support, Customer Success, Product, Engineering, Infrastructure, Professional Services, and Sales.
- Lead operational review meetings and resolve process ownership gaps.
- Support strategic planning, transformation programs, and customer-impacting change communication.
Essential Requirements
- 5+ years of experience in Customer Operations, Support Operations, Service Delivery, or Operational Excellence.
- Experience driving process improvement and organizational change.
- Strong understanding of customer support operations and service management principles.
- Experience managing KPI, SLA, CSAT, NPS, and operational reporting frameworks.
- Experience with Salesforce Service Cloud or similar customer service platforms.
- Strong analytical, problem-solving, stakeholder management, and communication capabilities.
- Experience developing SOPs, governance frameworks, and operating models.
- Ability to manage multiple strategic initiatives simultaneously.
Desirable Requirements
- Salesforce Service Cloud Administrator or Consultant certification.
- Lean, Six Sigma, ITIL, or equivalent operational excellence qualification.
- Experience with AI-enabled support, automation platforms, or knowledge management systems.
- Experience supporting global teams across multiple regions.
Benefits
- The posting mentions competitive compensation and a company-based performance bonus.
- Benefits include unlimited annual leave in AMER and EMEA, a tiered 401k plan in AMER, employee assistance support, educational benefits, and team events.
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