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Description
About the role
We’re searching for a Strategic Process Designer who will be the central architect behind the internal support processes that elevate our customer experience. You’ll be instrumental in shaping the future of our customer support operations.
Main tasks and responsibilities:
Designing and Implementing Scalable Processes: Architect and deploy robust, efficient processes across multiple support teams and geographies, ensuring they meet the demands of a rapidly growing business.
Bridging Business & Frontline Operations: Translate high-level business and product policies into actionable, agent-friendly support workflows that deliver seamless customer journeys.
Driving Continuous Improvement: Proactively identify inefficiencies, conduct root cause analysis, and implement data-informed solutions to enhance agent productivity, resolution times, and overall support effectiveness
Collaborating Cross-Functionally: Work closely with Product, Operations, Policy, Enablement, and Data teams to align on shared goals and drive process adoption.
Manage the Process Lifecycle: Oversee processes from initial intake and design through to rollout, adoption, and ongoing iteration.
About you:
Experience: 5-7 years in customer support operations, process design, or service delivery roles, preferably in fast-paced tech or BPO environments.
Process Mastery: Proven success in designing and implementing scalable processes, with strong knowledge of process documentation, workflow design, and change management.
Analytical Acumen: Exceptional analytical and problem-solving skills, capable of root cause analysis and interpreting operational metrics.
Collaborative Spirit: Ability to work effectively with cross-functional teams, align stakeholders, and influence without direct authority.
Communication Skills: Excellent written and verbal communication, able to simplify complex topics for diverse audiences.
Customer-Centric Mindset: You approach process design with empathy for agents and customers, prioritizing efficiency, quality, and satisfaction.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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