CS Compliance Operations Manager

Job Summary:

The CS Operations Compliance Manager provides the highest level of technical escalation support, and works closely with the VP of Customer Support to align operational execution with departmental objectives. This role supports the VP of Customer Support in leading and overseeing customer support operations, and manages administrative functions to ensure consistent workflow and compliance with company policies, procedures, and department requirements. Serving as a key liaison between support tiers and leadership, the CS Operations Compliance Manager will mentor and coach team members while driving accountability across the department.

Essential Functions:

• Partner closely with the VP of Customer Support and CS Operations Manager to execute operational initiatives
• Serve as the primary escalation point for complex technical issues, coordinating cross-functionally with engineering or other internal teams to drive timely resolutions
• Lead and oversee administrative functions, including timecard accuracy, accurate record keeping of time off, scheduling, shift coverage, and ensuring meal and rest breaks are being taken in accordance with company policy
• Enforce company policies and address, and document any infractions related to punctuality, poor attendance, and late meal breaks or timecard approvals
• Direct and balance workload distribution across Tier 1 and Tier 2 support teams to maintain service levels
• Monitor individual and team performance and provide ongoing coaching, feedback, and observations to management
• Mentor, coach, and develop Tier 1 and Tier 2 team members in technical troubleshooting, customer service excellence, and adherence to policies and best practices
• Provide advanced technical support to customers via phone, chat, and email as needed, particularly in escalated or high-priority situations.
• Participate in and lead special projects, audits, and improvement initiatives as assigned

Education and Experience

• Technical degree or equivalent work experience with advanced certifications preferred
• Proven experience in advanced technical support and team leadership

Knowledge, Skills, and Abilities:

• Expert troubleshooting skills using logical deduction and creative problem-solving.
• Strong organizational and time management skills.
• Ability to manage administrative tasks while maintaining technical responsibilities.
• Excellent communication skills for both technical and non-technical audiences.
• Familiarity of networking, operating systems (Windows, Mac, Linux), and web-based applications.
• Experience with workforce management tools and scheduling best practices

Physical Requirements: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing duties of job, incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Specific vision abilities required by the job include spending extended hours in front of a computer screen.

Job Type: Full-time

Pay: $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: Remote