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CX Operations Lead New York $150,000 – $185,000

pazauNew York, NY

today

Occupations

First-Line Supervisors of Office and Administrative Support WorkersCustomer Service RepresentativesGeneral and Operations Managers

Industries

Telemarketing Bureaus and Other Contact CentersCustom Computer Programming ServicesSoftware Publishers

$150,000 per year

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About the role

Pazau runs its own support on Pazau. Our customers are support leaders, so our support team has to be the best reference we have. As CX Operations Lead, you'll own the Procedures, routing, QA and reporting behind Pazau's own customer support. You'll also be our in-house customer zero for every new Agent feature. The base salary range for this role is$150,000 – $185,000. Final offers depend on level and location, and every offer includes equity.
What you'll do:
  • Own Pazau's own Procedures and Actions, and push our internal resolution rate from 71% toward 80%Design routing, SLAs and escalation paths across chat, email and voice for 2,100 customers
  • Run QA with Pazau Insights, and turn contact drivers into product feedback with clear numbers attached
  • Dogfood new features before they reach customers, and write the internal playbooks our customers later adopt
  • What you'll bring 5+ years in support operations, workforce management or CX strategy
  • Hands-on experience configuring helpdesk or contact-center tools, not only managing people who doStrong analytical skills. You're comfortable in SQL or at least a very large spreadsheet
  • A habit of reading transcripts, not just dashboards
Nice to have:
  • Experience with AI agents or chatbots in production
  • Support operations in B2B SaaSKnowledge of Snowflake or Looker
  • Medical, dental and vision for you and your dependents, with 100% of premiums covered
  • Equity in Pazau, with a 10-year exercise window after you leave16 weeks of fully paid parental leave for every parent 401(k) with a 4% match$2,000 a year for learning, plus conference travel when you're speaking
  • Four weeks of paid time off, plus a company-wide week off at the end of December
Most candidates go from first call to offer in three to four weeks. You'll hear back from us within three business days after every stage, and every candidate who reaches final interviews gets written feedback. Sound like your next job? We reply to every application within five business days.

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JOB OVERVIEW

Salary

$150,000 per year

Experience level

Senior

Location

New York, NY

Occupation

First-Line Supervisors of Office and Administrative Support Workers

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

today

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