Specifying and building tools to improve the speed and quality of support.
Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
Working closely with product teams to understand and give input into product changes relating to the customer service department.
Assisting with the design and rollout of new support channels and service offerings.
Managing schedules of team members according to customer demand.
Developing and maintaining standard operating procedures for common situations.
Preparing performance reports by collecting and analyzing data from the customer service functions.
Identifying and acting to remove obstacles to delivering consistently high levels of service.
Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget.
Supporting customer service teams through required changes.
Working closely with Operation Manager to help customer service deliver on their components of overall company goals and objectives.

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