<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy

Opportunities

Customer Operations Manager at Boundless
Las Vegas, NV, US

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country. 

We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and are well-capitalized for our upcoming growth.

About the Las Vegas Customer Operations Team

The Las Vegas Customer Operations team is responsible for executing a comprehensive quality analysis of customer immigration petitions. Members of this team manage assigned caseloads, aiding our customers in navigating the complexities of the U.S immigration process, ensuring their application is prepared to current government standards and acting as a liaison between our independent contractor immigration attorneys and the customer. The team works across our two brands Boundless and Rapid Visa, ensuring best-in-class customer service on tight deadlines.

About the role:

We are looking for an experienced manager to lead our customer-facing teams on the Boundless side of our business. This role will oversee the final and most critical segments of our customer journey including the execution of our quality analysis process and associated customer follow-up, ensuring a best-in-class customer service experience. Reporting to the Head of Las Vegas Operations, this individual will help inform capacity planning, workflow and process evolution, and track and report on team performance against set KPIs. This individual will manage and coach two team leads who are responsible for ensuring quality and compliance standards as well as CSAT and SLA goals are met in order to maintain an efficient and effective process.

Responsibilities 

  • Provide strong leadership to mentor, develop, and empower team leads and their members to deliver excellent customer support experiences that aid in efficiently unblocking customers in every interaction
  • Own quarterly business objectives, establishing execution plans, allocating resources, and defining associated KPIs. Manage progress and report out on results.
  • Build and maintain effective hiring and retention plans; create an engaging and inspiring work environment for team members 
  • Set quarterly individual goals for your direct reports and provide ongoing performance feedback
  • Evaluate performance data to identify trends and drive improvements in organizational performance, including: customer satisfaction, efficiency, and quality
  • Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives
  • Engage in and support escalation management process

 

Key Requirements:

  • Minimum of 3 years of experience leading support teams in a fast-paced environment, experience in SaaS and/or a start-up environment strongly preferred 
  • A proven track record of success in process management and a displayed technical aptitude
  • Data analysis skill set, ability to evaluate trends and make business recommendations that drive quality and process improvement
  • Excellent organizational skills and ability to prioritize, delegate, multi-task and execute
  • Superior communications skills (presentation, written, & verbal) in order to communicate effectively across levels and organizations
  • Ability to navigate complex and emotional situations in a professional manner