Senior Customer Support Operations Manager

AutoDS is looking for a Customer Support Senior Operations Manager to join us!

At AutoDS, we’re transforming the world of e-commerce by automating and simplifying the entire dropshipping process. Our platform empowers sellers by automating every step from product sourcing to order fulfillment.

We’re focused on making e-commerce accessible and efficient, letting sellers spend less time managing orders and more time growing their businesses. Join AutoDS and be part of a team that's pioneering the future of e-commerce and innovation!

The ideal candidate is passionate about operational excellence and making a tangible impact on customer satisfaction. This is a critical role within the support organization, where you will drive the optimization of our CRM systems, lead data-driven insights, and ensure smooth collaboration between support and R&D

Key Responsibilities

• CRM System Administration:
• Lead and manage the administration of the CRM platform, ensuring system health, proper functionality, and user support.
• Oversee all workflows, automations, and system configurations to maximize efficiency and effectiveness.
• Data Analysis & Insights:
• Analyze department performance data to identify trends, pain points, and areas for improvement.
• Translate data into actionable insights and process improvements to optimize workflows and enhance customer experience.
• Process Optimization:
• Continuously evaluate and improve the end-to-end support processes.
• Implement automations and workflows within the CRM to streamline operations and enhance team productivity.

Qualifications

• Experience: Proven experience (5+ years) in Customer Support Operations, preferably in a SaaS environment.
• Strong background in CRM system administration and optimization (HubSpot, Zendesk, intercom, etc.).
• Hands-on experience managing workflows, automations, and system configurations.
• Data-Driven: Demonstrated ability to analyze data and derive actionable insights.
• Proficiency with data tools and reporting systems for analyzing performance metrics.
• Process-Oriented: A strong focus on improving processes through automation and operational efficiency.
• Experience implementing process improvements based on data analysis and team feedback.
• Collaboration Skills: Experience working cross-functionally, particularly with R&D and product teams, to deliver customer-driven solutions.
• Strong communication skills to effectively advocate for customers and align stakeholders on priorities.
• Technical Acumen: Ability to understand the technical aspects of support systems and tools, as well as the requirements of development tasks.

Why AutoDS?

• Join a dynamic and innovative company at the forefront of e-commerce automation.
• Work in a collaborative and fast-paced environment with opportunities for growth and development.
• Be a part of a team that values data-driven decision-making and continuous improvement.

If you are passionate about using data to drive customer satisfaction and operational excellence and are excited to take on a role that offers both challenges and rewards, we encourage you to apply.