Customer Care Operations Lead
KORE1 Technologies
San Diego, CA
Apply
JOB DETAILS
SALARY
$27–$36 Per Hour
SKILLS
Accounting, Analysis Skills, Auditing, Business Operations, Business Strategy, Calibration, Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Operations, Customer Service Systems, Customer Support/Service, Customer/Client Research, Detail Oriented, Develop and Maintain Customers, Finance, Frequently Asked Questions (FAQ), High School Diploma, Knowledge Base, Knowledge Transfer, Leadership, Multitasking, Operational Support, Operations Processes, Organizational Skills, Performance Metrics, Presentation/Verbal Skills, Primary Care, Problem Solving Skills, Process Analysis, Process Development, Process Improvement, Product Management, Project/Program Coordination, Project/Program Management, Service Delivery, Standard Operating Procedures (SOP), Strategic Planning, Support Documentation, Technical Recruiting, Technical Support, Training/Teaching Materials, Trend Analysis, United States Department of Energy (DOE), User Interface/Experience (UI/UX), Writing Skills
LOCATION
San Diego, CA
POSTED
1 day ago
KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Customer Care Operations Lead in San Diego, Ca.
Location: San Diego, CA (Hybrid - 4 days onsite, 1 day remote)
Position Overview
Our client is seeking a Customer Care Operations Lead to support a growing consumer services division. Reporting to senior leadership within Customer Operations, this individual will serve as the primary Customer Care subject matter expert for a key business line.
This role is ideal for someone who is passionate about delivering exceptional customer experiences while driving operational excellence. The Customer Care Operations Lead will partner with cross-functional teams to identify process improvements, enhance customer satisfaction, streamline workflows, and support strategic initiatives across the organization.
Key Responsibilities
* Serve as the primary Customer Care Subject Matter Expert (SME) and point of contact for all customer support-related matters within the assigned business unit.
* Represent the Customer Care organization in cross-functional meetings and initiatives, ensuring alignment, accountability, and clear communication among stakeholders.
* Partner closely with Product, Project Management, and other business teams to identify customer feedback trends and recommend enhancements to the customer and user experience.
* Monitor customer interactions across phone, email, and chat channels, identifying trends and opportunities for process optimization.
* Conduct audits, investigations, and analysis of customer support processes to identify inefficiencies and recommend improvements.
* Lead and contribute to special projects focused on operational effectiveness, customer experience enhancements, and service delivery improvements.
* Develop and maintain customer-facing knowledge base content, FAQs, and support documentation.
* Assist in creating, updating, and standardizing policies, procedures, SOPs, training materials, and operational reference guides.
* Document findings from audits and investigations and escalate recommendations that support operational excellence.
* Collaborate with training teams to develop and refine training content and knowledge transfer materials.
* Coordinate calibration sessions with internal and external support partners to ensure consistent service quality.
* Identify customer interaction examples and call recordings that can be leveraged for coaching and training initiatives.
* Support Tier 2 and Tier 3 customer inquiries as needed while maintaining established performance metrics.
* Participate in customer-facing support activities, including phone and email support, based on business needs.
Qualifications
* High school diploma or equivalent required; some college coursework preferred.
* 3?5 years of experience in customer service, customer operations, hospitality, project coordination, or a related field.
* Demonstrated ability to manage multiple priorities and projects in a fast-paced environment.
* Strong analytical and problem-solving skills with a focus on continuous improvement.
* Excellent written and verbal communication skills.
* Strong organizational skills and attention to detail.
* Ability to quickly learn new systems, tools, and technologies.
* Experience working cross-functionally and building relationships across departments.
* Self-starter with a proactive mindset and willingness to take ownership of initiatives from start to finish.
* Proficiency with CRM platforms and customer support systems.
* Experience with Google Workspace or similar productivity tools is preferred.
* Ability to balance customer satisfaction with business objectives and operational integrity.
* Strong attendance, reliability, and professionalism.
* Experience within identity protection, fraud prevention, consumer security, or related industries is a plus.
Preferred Traits
* Customer-first mindset
* Process improvement orientation
* Strong collaboration and stakeholder management skills
* Ability to influence without direct authority
* Comfortable working in a dynamic, evolving environment
* Natural problem solver who enjoys improving processes and customer experiences
Location: San Diego, CA (Hybrid - 4 days onsite, 1 day remote)
Position Overview
Our client is seeking a Customer Care Operations Lead to support a growing consumer services division. Reporting to senior leadership within Customer Operations, this individual will serve as the primary Customer Care subject matter expert for a key business line.
This role is ideal for someone who is passionate about delivering exceptional customer experiences while driving operational excellence. The Customer Care Operations Lead will partner with cross-functional teams to identify process improvements, enhance customer satisfaction, streamline workflows, and support strategic initiatives across the organization.
Key Responsibilities
* Serve as the primary Customer Care Subject Matter Expert (SME) and point of contact for all customer support-related matters within the assigned business unit.
* Represent the Customer Care organization in cross-functional meetings and initiatives, ensuring alignment, accountability, and clear communication among stakeholders.
* Partner closely with Product, Project Management, and other business teams to identify customer feedback trends and recommend enhancements to the customer and user experience.
* Monitor customer interactions across phone, email, and chat channels, identifying trends and opportunities for process optimization.
* Conduct audits, investigations, and analysis of customer support processes to identify inefficiencies and recommend improvements.
* Lead and contribute to special projects focused on operational effectiveness, customer experience enhancements, and service delivery improvements.
* Develop and maintain customer-facing knowledge base content, FAQs, and support documentation.
* Assist in creating, updating, and standardizing policies, procedures, SOPs, training materials, and operational reference guides.
* Document findings from audits and investigations and escalate recommendations that support operational excellence.
* Collaborate with training teams to develop and refine training content and knowledge transfer materials.
* Coordinate calibration sessions with internal and external support partners to ensure consistent service quality.
* Identify customer interaction examples and call recordings that can be leveraged for coaching and training initiatives.
* Support Tier 2 and Tier 3 customer inquiries as needed while maintaining established performance metrics.
* Participate in customer-facing support activities, including phone and email support, based on business needs.
Qualifications
* High school diploma or equivalent required; some college coursework preferred.
* 3?5 years of experience in customer service, customer operations, hospitality, project coordination, or a related field.
* Demonstrated ability to manage multiple priorities and projects in a fast-paced environment.
* Strong analytical and problem-solving skills with a focus on continuous improvement.
* Excellent written and verbal communication skills.
* Strong organizational skills and attention to detail.
* Ability to quickly learn new systems, tools, and technologies.
* Experience working cross-functionally and building relationships across departments.
* Self-starter with a proactive mindset and willingness to take ownership of initiatives from start to finish.
* Proficiency with CRM platforms and customer support systems.
* Experience with Google Workspace or similar productivity tools is preferred.
* Ability to balance customer satisfaction with business objectives and operational integrity.
* Strong attendance, reliability, and professionalism.
* Experience within identity protection, fraud prevention, consumer security, or related industries is a plus.
Preferred Traits
* Customer-first mindset
* Process improvement orientation
* Strong collaboration and stakeholder management skills
* Ability to influence without direct authority
* Comfortable working in a dynamic, evolving environment
* Natural problem solver who enjoys improving processes and customer experiences
Compensation depends on experience but is typically 27-36/hr. DOE
ABOUT KORE1
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1's employees to perform their job duties may result in discipline up to and including discharge.
About the Company
K