Customer Support Operations Manager

Warp • Full-time • Los Angeles Metropolitan Area, US • $70k - $75k / year • 3d ago

Based in the heart of the Los Angeles Metropolitan Area, WARP is redefining middle mile logistics through cutting-edge solutions that drive efficiency and enhance customer satisfaction. As an asset-less business model, our new approach to LTL freight eliminates the need for owning terminals. Instead, we connect third-party cross docks with a network of cargo vans, box trucks, and 53-foot trailers, all powered by advanced routing algorithms to optimize freight movement and significantly reduce operational costs. Our innovative offerings include store replenishments, last mile carrier injections, inbound freight optimization, and tech-powered cross-dock solutions that streamline the flow of goods. With our industry-leading freight consolidation strategies and state-of-the-art technology—including real-time tracking and dynamic routing—WARP empowers businesses with end-to-end visibility and control over their supply chains.

We are seeking a Customer Support Operations Manager who specializes in Zendesk optimization and support process enhancement. This role focuses on setting up, configuring, and fine-tuning our support systems, ensuring they run at maximum efficiency to deliver a seamless customer experience.

In this role, you will be the go-to expert for Zendesk—configuring workflows, automations, and triggers that optimize our support process from the ground up. You will dive deep into system customization, focusing on improving efficiency, reducing response times, and enhancing customer satisfaction through better use of technology. Your main priority will be system optimization, making sure Zendesk is working at its peak to support both our customers and the support team.

Key Responsibilities:

Configure and optimize Zendesk workflows, including automations, triggers, macros, and reporting tools.
Continuously analyze and refine the setup to drive improvements in efficiency and service quality.
Collaborate with the support team to understand pain points and customize Zendesk to meet those needs.
Use data and metrics from Zendesk to identify areas for process improvement and increased productivity.
Implement best practices within Zendesk to reduce friction in the customer service journey and drive faster issue resolution.
Develop and maintain comprehensive documentation on Zendesk configurations and processes.
Provide technical support and training to ensure the team is fully utilizing Zendesk's capabilities.
Collaborate with internal stakeholders to align customer service processes with broader business goals.

Qualifications

2 + years of Zendesk experience
Customer Satisfaction and Customer Support skills
Analytical Skills for interpreting customer service metrics
Technical Support expertise
Experience in providing excellent customer service
Strong communication and interpersonal skills
Ability to multitask and prioritize workload effectively
Knowledge of supply chain logistics is a plus
Bachelor's degree in Business Administration or related field

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