Process Manager

Title: Process Manager
Location: Remote in EST hours
Duration: 6+ months
Pay Range:$40-50/hr on W2 without benefits

Introduction
We are seeking a highly skilled and experienced professional to join our team in managing customer support quality and escalations. The ideal candidate will have a strong background in customer-support operations, quality assurance, or compliance auditing, with the ability to independently analyze data and drive process improvements.

Required Skills & Qualifications
5–10 years of experience in customer support operations, quality assurance, compliance auditing, or high-volume regulated workflows.
Exceptional written communication and de-escalation skills, particularly in email correspondence.
Proven ability to independently run queries, analyze ticket data, and manage performance metrics.
Experience in process design and standardization, with a track record of building and implementing workflows/SOPs.
Must have previous client experience working for this customer in the past 5 years.
Experience in contact-center/CX environments.
Data fluency with tools like SQL, Trino, or BI platforms.
Strong cross-functional stakeholder communication skills.

Day-to-Day Responsibilities
Set the standard for tone, clarity, and empathy in customer correspondence, handling complex tier-2 written recoveries.
Conduct root-cause analysis to identify and resolve recurring escalation drivers.
Build and standardize tier-2 triage and root-cause tracking workflows.
Communicate effectively with upstream teams to ensure root-cause issues are addressed.

Company Benefits & Culture
Competitive salary and benefits package.
Collaborative and inclusive work environment.
Opportunities for professional growth and development.

For immediate consideration please click APPLY to begin the screening process with Alex.