Customer Service Operations Lead
VirtualVocationsRochester, New York, United Statesjob_description.job_card.variable_hours_ago
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- serp_jobs.job_card.full_time
job_description.job_card.job_description
A company is looking for a Customer Service Operations & Escalation Lead (Contractor).
Key Responsibilities
Oversee daily operations across service channels and ensure targets are met
Act as the primary escalation point for complex customer cases and coordinate resolutions
Develop QA frameworks and manage workforce schedules for optimal service delivery
Required Qualifications
5-7 years of experience in customer service operations or escalation handling
Experience managing multi-channel support environments
Solid understanding of Freshdesk, Shopify, and NetSuite or equivalent systems
Strong data analysis and reporting skills
Knowledge of U.S. / Canadian consumer law and warranty requirements
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Customer Service Lead • Rochester, New York, United States
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