Supports daily customer support operations through employee supervision, scheduling, workflow management, KPI monitoring, CRM administration, and service quality oversight. Handles escalated customer concerns involving refunds, billing disputes, payments, and financial resolutions. Coaches employees and team leads, conducts root cause analysis, recommends operational improvements, coordinates cross-functional issue resolution, and acts for the Operations Manager when needed.
Assistant Manager – Customer Support Operations
VetClaims.ai | PatriotClaims LLC
Department: Customer Support
Reports To: Operations Manager
Employment Type: Full-Time | Exempt
Work Location: Fully Remote – USA
Salary Range: $80,000–$90,000 Annually
Position Summary
VetClaims.ai is seeking an experienced Assistant Manager to support daily Customer Support operations. The ideal candidate will have a strong background in HubSpot, Salesforce, or similar CRM platforms, customer service, team leadership, and operational management.
This position requires someone who can manage daily workflows, resolve escalated customer concerns, analyze performance data, and support employee development. Experience handling refunds, billing disputes, financial resolutions, and sensitive customer matters is highly valued. Candidates from customer service, sales operations, contact centers, financial services, and other CRM-driven environments are encouraged to apply.
Key Responsibilities
- Support daily operations, including employee supervision, scheduling, workflow management, and service quality.
- Utilize HubSpot, Salesforce, or similar CRM systems to manage customer records, track tickets, monitor performance, generate reports, and improve workflows.
- Monitor KPIs, productivity, service levels, and quality standards to identify performance concerns and improvement opportunities.
- Coach and develop employees and Team Leads while reinforcing accountability and customer service expectations.
- Handle escalated customer concerns, including refund requests, billing disputes, payment issues, and financial resolutions, while exercising sound judgment and financial discretion.
- Apply effective de-escalation and conflict-resolution techniques when addressing difficult or sensitive customer situations.
- Conduct root cause analysis to identify recurring complaints, operational problems, and service failures; recommend corrective actions.
- Coordinate with department leadership and other teams to resolve complex issues and improve the customer experience.
- Support the Operations Manager and oversee daily activities in their absence, making decisions within established guidelines.
Required Qualifications
- Minimum of 2 years of experience in customer service, management, team leadership, or a related field.
- Strong working knowledge of HubSpot, Salesforce, or comparable CRM platforms, including ticket management, reporting, dashboards, and workflow tracking.
- Demonstrated leadership or supervisory experience, including employee coaching, performance management, or team coordination.
- Strong analytical, organizational, communication, and problem-solving skills.
- Experience handling customer escalations, resolving complaints, and applying effective de-escalation techniques.
- Ability to analyze performance data, conduct root cause analysis, and recommend operational improvements.
- Ability to exercise sound judgment, maintain confidentiality, and demonstrate financial discretion when handling sensitive customer matters.
Preferred Qualifications
- Military veteran or experience working directly with veterans is preferred but not required.
- Hands-on experience with HubSpot and/or Salesforce reporting, automation, dashboards, and CRM workflow management.
- Experience handling refunds, billing disputes, payment resolutions, or financial customer concerns.
- Previous leadership experience in customer support, sales operations, financial services, or contact center management.
- Experience managing remote teams and familiarity with Microsoft 365, Google Workspace, Slack, and cloud-based phone systems.
What We're Looking For
We are looking for a hands-on, analytical leader who understands CRM systems, customer service operations, and employee management. The ideal candidate can resolve complex customer concerns, exercise sound financial judgment within established authority, identify the root causes of operational problems, and lead a team with professionalism, accountability, and empathy toward the veterans we serve.
Benefits
- Fully Remote Work Environment
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
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