Delta.exchange - Process Design & Program Manager - Customer Support (6-8 yrs)

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.

Key Qualifications:

- 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