Manager, Customer Support Operations

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Fresno Summit Advisors

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Fresno Summit Advisors is a recruiting and talent operations consultancy that partners with startups and SMBs to design and operate hiring systems, run recruiting searches, and provide embedded talent leadership. They offer talent operations (ATS audits, workflow design, structured hiring plans, scorecards, reporting, pipeline health monitoring), end-to-end recruiting (role scoping, sourcing, screening, interview coordination, onboarding, offer strategy), AI enablement and workflow automation for recruiting and people processes, and managed people operations (structured onboarding, HR system integration, compensation bands, performance management, compliance, retention strategies). Services are delivered via retainers or contingency search engagements and target growth-stage companies seeking to scale hiring without building an internal recruiting team first.

📋 Description

• Manage the day-to-day performance of a customer operations team supporting a high-volume healthcare services environment. • Ensure service levels, quality standards, productivity metrics, and customer satisfaction goals are consistently achieved. • Monitor operational performance and proactively address capacity, workflow, and service challenges. • Hire, mentor, and develop supervisors and frontline team members and you will have direct leadership responsibilities overseeing the BPO that supports the internal team. • Conduct regular coaching sessions, performance reviews, and career development conversations. • Foster a culture of accountability, collaboration, continuous improvement, and customer-first thinking. • Identify process inefficiencies and implement scalable improvements that increase quality, efficiency, and customer satisfaction. • Leverage operational data to identify trends, recommend improvements, and support business decisions. • Collaborate with Product, Technology, Compliance, Operations, and Client Success teams to resolve recurring customer issues and improve the overall experience.

🎯 Requirements

• 7+ years of experience in customer operations, customer service, healthcare operations, revenue cycle, or contact center leadership. • 3+ years leading a BPO team, specifically supervisors, or high-performing customer-facing teams at the BPO. • 5+ years experience in healthcare, insurance, benefits administration, or revenue cycle environments. • Experience with CRM and customer support ticketing platforms such as Salesforce, Zendesk, Five9, Talkdesk, Genesys, or similar technologies. • Startup or high-growth company experience is highly desirable.

🏖️ Benefits

• Health insurance • Paid time off • Flexible work arrangements • Professional development