Senior Manager of Customer Support (Customer Experience & Support Operations)

Join Aurora, a company dedicated to building a safer and more efficient transportation ecosystem. As the Senior Manager of Customer Support, you will lead the Customer Experience & Support Operations team, ensuring a high-quality, customer-first support experience for our B2B customers. You will build and develop a customer-obsessed team culture, define and steward customer-centricity standards, and manage the team's performance across multiple channels. Additionally, you will use data to drive operational decisions and partner closely with other teams to continuously improve the customer experience.

• Construire, embaucher et diriger l'équipe de support client, en développant une culture axée sur le client.
• Définir et superviser les normes de centrage sur le client d'Aurora, y compris la voix, la gestion des cas et l'expérience omnicanale.
• Gérer l'équipe pour fournir un excellent support client sur tous les canaux, en atteignant constamment les objectifs d'expérience, de qualité et d'efficacité.
• Due to 24/7 nature of support operation, the candidate should be flexible to occasional night/weekend/holiday availability when needed and ready to travel to spend time on-site with the operations team
• Data-savvy: comfortable defining KPIs, running your own analyses, and partnering with analytics teams to drive decisions
• Hands-on experience deploying self-service and/or AI-assisted support with strong attention to guardrails and evaluation
• Proven experience building and scaling a frontline support organization: hiring, workforce planning, quality management, and standing up processes in a high-growth or ambiguous environment
• Deep fluency in support operations metrics (CSAT, SLAs, first-contact resolution, handle time) and CRM platforms (e.g., Salesforce)
• Ability to work through ambiguity in a fast-paced environment
• 8+ years in customer support or contact center operations, including 4+ years leading teams (ideally managing managers)
• Excellent written and verbal communication, strong cross-functional stakeholder management
• Experience supporting highly technical and safety-critical environments
• Experience standing up and optimizing phone/voice support
• Experience with CRM implementation and evolution
• Experience partnering with Product and Engineering to improve the end-to-end customer experience
• Experience managing B2B support
• Experience in carrier / freight industry