Avetta

501-1000
18 jobs posted

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Manager, Support Center Operations (B2B)

Customer Support

Added

3 days ago

Location

🇺🇸 Lehi

Type

Full time

Salary

Salary not provided

Related skills

salesforce quality assurance ai training telephony

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📋 Description

Lead new hire training, QA processes, and knowledge management
Develop support standards, quality matrices, and reporting
Plan and implement support tools and AI use cases
Oversee knowledge base and supplier Help Center content
Document standard operating procedures and optimize processes
Collaborate with cross-functional teams to improve client support

🎯 Requirements

5+ years in call/support center leadership roles
Familiar with Salesforce.org, telephony, survey platforms
Experience in adult learning and complex training
Strong written, oral, and interpersonal communication skills
Understanding of support center metrics and SLAs
Metrics-driven, analytical, and problem-solving mindset

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