Job Description
This position is remote-friendly.
Our Customer service
Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service. We work closely with other teams to give our users the best experience possible when they contact us, and to ensure to provide agents with the right tools and processes to handle requests.
What You Will Do
As an Operations Manager, you’ll play a key role in the smooth and efficient functioning of our day-to-day operations, collaborating across departments and ensuring our processes are optimized and scalable. You’ll have the opportunity to support company-wide initiatives and drive improvements across our operational workflows.
Your responsibilities:
You will collaborate with multiple outsourcing partners and ensure they meet our performance standards. You will provide agents with the necessary training and maintain quality control over outsourced tasks.
You will be the voice of our customers internally. You analyze and aggregate their feedback made through tickets to share them with the right team, and push for action.
You contribute to improving our processes, including auditing, training, and knowledge management.
You will work together with our Data and Business Operations team to leverage technology and tools that support efficient operations.
You manage day-to-day operations, ensuring consistency, accuracy, and efficiency in processes across departments.
You track performance through key metrics and KPIs.