Top Operations & Support Jobs in Nashville, TN

Handle back-to-back customer service and technical support calls, addressing billing, programming, troubleshooting, and product-service questions. Provide solutions to diverse customers while promoting relevant products and services. The role is full-time, work-from-home, includes paid training, and requires reliable internet, a dedicated office, English and Spanish fluency, schedule flexibility, and residence in an eligible state.

Leads and develops a team of 10–15 Customer Care Advisors through coaching, performance management, quality assurance, escalations, process improvement, and employee lifecycle support. The role analyzes customer care trends, reinforces policies, approves timecards, supports hiring, and collaborates cross-functionally to improve customer satisfaction and team performance. This is an in-office position requiring presence four to five days weekly near Nashville.

Owns the Customer Experience knowledge ecosystem, including Help Center content, internal knowledge libraries, SOPs, decision trees, CRM macros, and FAQs. Rebuilds workflows, ensures regulatory compliance, supports location launches, improves First Contact Resolution, and structures information for AI support tools. Partners with Operations, Product, QA, Training, AI, Experience Integrity, and Government Relations teams to close documentation gaps and conduct knowledge audits.

Partner with Lessen as an independent licensed plumbing vendor to perform plumbing services for residential and commercial properties. Maintain an active business entity, valid plumbing license, required insurance, meet client quality and compliance standards, communicate reliably, and deliver timely service while using Lessen's platform for scheduling and invoicing.

Inspect and evaluate residential property damage in-person, prepare repair estimates, manage claims from first notice to closure, coordinate vendors, explain coverage to policyholders, and perform occasional catastrophe duty. Work is territory-based with daily field visits and limited overnight travel for training.

Provide Oracle EBS 12.2 and Oracle Database 19c administration (multitenant, RAC, ASM), manage RHEL virtual environments, WebLogic/Fusion Middleware, ORDS, ECC, APEX, and OAM/OID SSO. Implement TLS1.2, perform EBS cloning, ADOP patching, RMAN backups, Data Guard, performance tuning, HA/DR design, and automation via Bash. Maintain full-stack security patching and Oracle OEM monitoring.

Conduct and document fraud/SIU investigations for health insurance, analyze data and coding, perform interviews, collaborate with law enforcement, legal and stakeholders, prepare investigation summaries, and support compliance and recovery efforts.

Provides enterprise technology support through phone, ticketing, and potentially chat channels. Troubleshoots hardware, software, network, access, and application issues; manages incidents and escalations; documents resolutions in ServiceNow or similar ITSM tools; analyzes trends and operations data; supports knowledge management, training, process improvement, and automation; and coaches junior analysts while maintaining customer service, security, and confidentiality standards.

Own long-term workforce planning and capacity strategy across Customer Success channels. Develop forecasts, staffing models, scenario analyses, dashboards, and labor investment recommendations. Analyze staffing, productivity, occupancy, shrinkage, service levels, and automation impacts. Partner with Customer Success, AI, Data, Finance, Talent Acquisition, BPO providers, and senior leadership to guide hiring, budgeting, headcount planning, and operational improvements through data-driven insights.

Leads workflow strategy, process design, governance, documentation, standardization, and continuous improvement across Client Service & Delivery. Establishes process ownership, decision rights, KPIs, governance routines, and adoption plans; analyzes operational data to identify root causes and improvement opportunities. Facilitates workshops, develops training and executive materials, partners with analytics and technology teams, coaches stakeholders, and drives measurable operational outcomes across domestic and offshore teams.