Operations Lead - Customer Support

Job description

The Role Position Overview The Customer Operations Lead is responsible for driving operational excellence across the global customer support function. This role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement. Working closely with Support, Product, Customer Success, Engineering, Data, and Infrastructure teams, the Customer Operations Manager ensures that customer-facing processes are scalable, measurable, efficient, and aligned to business objectives. The role will own the continuous improvement framework for customer operations, support the evolution of Salesforce Service Cloud, lead knowledge and AI readiness initiatives, establish governance standards, and provide actionable operational insights through KPI and SLA reporting. The position acts as the operational backbone of the customer support organisation, enabling support teams to focus on delivering exceptional customer experiences while maintaining consistency, quality, and accountability across all regions. Primary Objectives and Responsibilities Customer Support Strategy & Continuous Improvement Develop and execute the Customer Operations strategy in alignment with company objectives. Identify opportunities to improve customer experience, support efficiency, and operational performance. Establish continuous improvement frameworks and operational maturity roadmaps. Lead initiatives that reduce effort, increase automation, and improve service delivery outcomes. Drive operational planning, capacity management, skills development, and support optimization programs. Monitor industry best practices and emerging support technologies. Service Cloud Roadmap & Implementation Own the operational roadmap for Salesforce Service Cloud. Partner with stakeholders to define, prioritize, and implement Service Cloud enhancements. Drive adoption of new functionality, workflows, automations, and integrations. Ensure Service Cloud supports customer support processes, reporting requirements, and governance standards. Collaborate with Product, Engineering, and Business Systems teams to maximize platform value. Manage operational requirements, testing, rollout planning, and change management activities. Knowledge Management & AI Readiness Develop and maintain the global knowledge management strategy. Ensure customer-facing and internal knowledge resources are accurate, accessible, and continuously improved. Drive knowledge-centered service (KCS) practices across support teams. Prepare the organisation for AI-enabled support capabilities through structured knowledge frameworks. Establish content governance, review cycles, and ownership models. Measure knowledge effectiveness through usage, resolution rates, and customer satisfaction metrics. Support self-service initiatives that improve customer adoption and reduce support effort. Standard Operating Procedures & Governance Design, document, and maintain operational policies, procedures, and standards. Ensure consistency of support processes across global teams. Establish governance frameworks covering ticket management, escalations, communications, and customer engagement. Lead periodic reviews of operational procedures and controls. Promote compliance with internal standards, audit requirements, and security expectations. Drive process documentation, ownership, and accountability across the customer support ecosystem. KPI / SLA Reporting & Operational Analytics Define and maintain operational performance metrics, dashboards, and reporting frameworks. Deliver executive-level reporting on service performance, customer outcomes, operational health, and strategic initiatives. Monitor SLA compliance, backlog health, productivity, quality metrics, and customer satisfaction indicators. Provide trend analysis and actionable recommendations to leadership teams. Develop forecasting models for demand, capacity, and resource planning. Partner with business stakeholders to ensure data accuracy and reporting consistency. Ticket Quality & Process Excellence Establish quality assurance standards for customer interactions and ticket management. Conduct regular ticket audits and operational reviews. Identify process inefficiencies, bottlenecks, and opportunities for optimisation. Drive adoption of best practices for incident management, escalation management, and case resolution. Implement quality improvement initiatives that improve resolution times and customer satisfaction. Measure and report on support quality performance across teams and regions. Cross-functional Operational Governance Act as the operational liaison between Support, Customer Success, Product, Engineering, Infrastructure, Professional Services, and Sales. Lead cross-functional operational review meetings and governance forums. Facilitate resolution of process ownership gaps and operational dependencies. Ensure customer-impacting changes are communicated effectively across business functions. Support strategic planning initiatives and transformation programs. Build strong stakeholder relationships to promote alignment, accountability, and customer-centric decision making. Experience, Skills and Attributes Essential 5+ years' experience in Customer Operations, Support Operations, Service Delivery, or Operational Excellence roles. Proven experience driving process improvement and organisational change. Strong understanding of customer support operations and service management principles. Experience managing KPI, SLA, CSAT, NPS, and operational reporting frameworks. Experience working with Salesforce Service Cloud or similar customer service platforms. Excellent analytical and problem-solving skills. Strong stakeholder management and communication capabilities. Experience developing SOPs, governance frameworks, and operating models. Ability to manage multiple strategic initiatives simultaneously. Desirable Salesforce Service Cloud Administrator or Consultant certification. Lean, Six Sigma, ITIL, or equivalent operational excellence qualifications. Experience with AI-enabled support solutions, automation platforms, and knowledge management systems. Experience supporting global teams across multiple regions. Key Success Measures SLA achievement and service performance trends Customer satisfaction (CSAT) improvement Reduction in ticket handling effort and operational waste Quality audit scores Knowledge adoption and self-service effectiveness Service Cloud enhancement delivery Process compliance and governance effectiveness Executive stakeholder satisfaction Operational efficiency and scalability improvements Successful delivery of strategic customer operations initiatives This would position the role as a senior operational leader responsible for building a scalable, data-driven, AI-ready global customer support function. Why join Evotix? Competitive Compensation: Enjoy a competitive base salary and company-based performance bonus. Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing. (AMER/EMEA) Financial Future: Generous tiered 401k plan that increases over time. (AMER) Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance. Growth Opportunities: Educational benefits to help you keep learning and growing. Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact. Ready to Make a Difference? If you’re a bold, results-driven leader who thrives on challenges, loves scaling success, and is passionate about making a difference—we want to hear from you! Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed. Who are Evotix? We're a growing global EHS SaaS company with a clear ambition: to combine world-class software, data and AI to help our customers operate smarter, safer and more efficiently. For exceptional talent, Evotix offers something rare-the pace of a growth company, the scale to make a real difference, and the opportunity to influence strategy, technology and outcomes at a global level. At Evotix, we're creating the future of workplace health, safety and wellbeing—and we need ELITE people to help us do it. People who pursue Excellence , show Leadership , deliver Impact , earn Trust , and Empower those around them.