Customer Support Operations Specialist (Safety Ops, Escalations Mgmt.)
- San Diego, CA
- Contract
- Full-time
- We are seeking an experienced Customer Support Operations Specialist to join our Safety Operations team, focusing on escalations management and operational excellence for hardware devices team.
- In this role, you will drive insights, reporting, and process improvements to enhance customer safety and experience, collaborating closely with cross-functional teams including Tier 3 support, product, analytics, and content teams. You will operate in a fast-paced, global environment supporting millions of users and hundreds of hardware products, directly contributing to operational strategy, safety compliance, and escalation resolution.
- Monitor and manage escalation queues, coordinating with Tier 3 agents and full-time support teams to ensure timely and effective case resolution.
- Provide strategic insights and recommendations on escalation handling, appeasement strategies, and safety protocols, aligning with organizational guidance.
- Prepare, maintain, and present dashboards and reports on safety metrics, escalation trends, and process effectiveness to drive continuous improvement.
- Partner with Safety Operations and cross-functional teams to conduct deep-dive investigations, root-cause analysis, and risk mitigation initiatives.
- Support process design and documentation, including case workflows, safety reporting standards, and operational playbooks.
- Collaborate with content, training, and analytics teams to ensure knowledge base, support tools, and agent guidance are optimized for safety and efficiency.
- Contribute to scaling global processes, including support for multiple products, geographies, and languages, ensuring alignment with strategic objectives.
- 3+ years in Customer Support Operations, Escalations Management, or Safety Operations, preferably in hardware, biotech, or medical device environments.
- 3+ years of experience with hardware troubleshooting, technical support, or operational processes.
- Strong analytical skills, with hands-on experience creating dashboards, KPI reports, and operational metrics for safety and compliance.
- Excellent communication and stakeholder management skills, with experience presenting insights to senior leaders.
- Experience supporting large-scale, multi-product, multi-geography hardware support operations.
- Familiarity with customer experience metrics (CSAT, NPS) and initiatives to improve self-service and agent-assisted support outcomes.
- Knowledge of regulated device environments and safety compliance standards.
- Experience with knowledge management systems, training content, or multimedia support resources.
- Demonstrated ability to influence processes, drive operational excellence, and deliver measurable ROI in a complex support organization.
- Customer Support
- Hardware troubleshooting
- Analytical skills
- Insights
- Bachelor's degree or equivalent practical experience.