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

Remote

Delta.exchange -  Process Design & Program Manager - Customer Support 

Job Description for Delta.exchange -  Process Design & Program Manager - Customer Support  in Delta.exchange in  Remote for (6-8) years of experience. Apply Now!