Top Operations & Support Jobs

Owns customer incident management from investigation and impact assessment through resolution and post-incident review. Coordinates engineering, product, support, leadership, and regional teams during high-pressure incidents; leads customer communications; develops incident processes and registers; and recommends improvements to reduce recurrence and customer disruption.

Owns end-to-end customer incident management, including investigation, impact assessment, stakeholder communication, cross-functional coordination, resolution, and post-incident reviews. Builds incident processes and registers, leads teams through high-pressure situations, implements short- and long-term improvements, and reduces recurrence while minimizing customer disruption.

Owns end-to-end customer incident management, including investigation, impact assessment, cross-functional coordination, customer communications, resolution, post-incident reviews, and prevention recommendations. Builds incident processes and registers, leads teams through high-pressure situations, and improves service resilience while minimizing customer disruption.

Leads CX operations for Melio, overseeing workforce management, quality assurance, knowledge management, training, systems operations, analytics, and project management. Develops scalable operating models, performance metrics, processes, and improvement initiatives while partnering with Product, Engineering, Data, Sales, Finance, and CX leaders. Builds high-performing teams, manages change and compliance, and uses operational insights to improve customer outcomes, efficiency, and business performance.

Provide timely, empathetic support to Xero customers through phone, email, chat, and outbound calls. Resolve accounting and bookkeeping inquiries, document cases in Salesforce, escalate unresolved issues, and maintain customer satisfaction, quality, and productivity targets. The role requires adaptability, clear communication, problem-solving, collaboration, and ongoing product training. It follows a hybrid schedule with three office days weekly and five days in-office during initial training.

Lead global CX Workforce Management: long-range capacity planning, multi-channel forecasting, schedule optimization, real-time operations, WFM analytics, platform selection, and team leadership to meet SLAs, CSAT, and labor targets.