DESCRIPTION

We are seeking an experienced and dynamic Customer Support Operations Manager to lead and optimize our customer experience (CX) across both consumer and fleet segments. This role is pivotal in ensuring that customers enjoy seamless support on Nexar’s hardware (dashcams) and software products. The ideal candidate will have a proven track record in managing large support teams, preferably across global locations, and experience scaling operations for B2C hardware products.

The Customer Support Operations Manager will oversee a global support team of 30+ members, primarily based in the Philippines, and will be tasked with implementing strategies to enhance customer satisfaction, streamline processes, and support the company's growth.

RESPONSIBILITIES

• Global Customer Service Leadership & Process Development: Lead and manage the global customer service team to deliver exceptional customer experiences, while developing and implementing scalable support processes for both consumer and fleet segments

• CX Improvement: Collaborate with cross-functional teams to continuously improve customer experience (CX) across all touchpoints using data-driven insights to resolve issues and optimize operations

• Performance Metrics & AI Epmpowerment: Ensure the team meets and exceeds key performance metrics, and drive initiatives to empower the team with the introduction of AI to support growth efficiently

• Escalation Management & Team Training: Handle escalated customer issues and provide strategic guidance for resolution, while overseeing ongoing training to keep the team up-to-date with product and process knowledge

REQUIREMENTS

Technical skills & qualifications 

• 5+ years of experience in a senior customer service role, preferably within a B2C environment supporting physical hardware products.

• Proven experience in managing and scaling support operations for large teams (30+), with a global workforce.

• Strong leadership skills, with the ability to foster a customer-first culture within the team.

• Experience working with customer support platforms (Zendesk, Intercom, etc.).

• Proven experience in designing and implementing generative AI tools to enhance customer service operations and optimize workflows.

• Familiarity with US customer service practices and expectations is essential.

• Ability to work US hours and manage a remote, globally distributed team.

People skills & traits 

• Strong analytical skills, with the ability to make data-driven decisions and optimize processes.

• Exceptional communication and interpersonal skills.

WHAT WE OFFER

• The chance to have a meaningful and positive impact on roads and cities’ safety
• Flexibility - in schedule, work location, benefits
• Competitive compensation
• A fast-paced work environment full of kind, smart, and highly driven people
• Great professional and personal growth opportunities
• Regular team-building events and well-being initiatives/facilities

WHO WE ARE

Our mission is to create the technology that will make driving and cities better and safer. Nexar-powered dash cams enable new vision-based applications for better driving. When drivers pair Nexar-powered dash cams with the Nexar app, they join a network that powers new applications for driving and seeing the world.

Using anonymous, aggregated data captured from this network, Nexar has developed a portfolio of vision-based data services for public and private sector partners to make roads safer and more efficient. For automotive companies, dash cams are a gateway to a new era of connected services and new killer apps for drivers, from finding a parking spot to vision-based services.

That’s where you get into the picture. We are looking for smart, passionate, and mission-driven people who are capable of leading company-wide efforts to help execute the huge opportunity in front of us.