Customer Operations Team Lead
Serbia
Contracted
Mid Level
About the Role
You will be responsible for overseeing day-to-day operations, supporting a team of specialists, and driving continuous improvement in our service operations team.Key Responsibilities
- Lead and support a team of Customer Operations, ensuring smooth daily execution of core tasks such as policy entry, COI issuance, renewal entry, endorsements, and cancellations.
- Serve as the first point of escalation for complex or time-sensitive issues.
- Monitor team performance, providing coaching and feedback to ensure high-quality results and accountability.
- Coordinate workload distribution and support prioritization, ensuring SLAs and deadlines are consistently met.
- Collaborate cross-functionally with Account Managers and DevDen to resolve operational challenges.
- Identify process inefficiencies and work with leadership to propose and implement improvements.
- Support onboarding and training of new team members and promote a culture of continuous learning and knowledge-sharing.
- Help with documentation of SOPs and best practices as processes evolve.
- responsibilities.
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