Lead Customer Support Operations Analyst

Preferred on site in Cincinnati, but will consider remote 

Job Description

Tekion is seeking a proactive and strategic **Team Lead – Customer Support Operations** to join our growing Operations team. This role is pivotal in both day-to-day management and driving continuous improvement initiatives across the support function.

As Team Lead, you will provide operational oversight, guidance, and mentorship for analysts, while partnering with cross-functional leaders to optimize efficiency and elevate the customer experience. You’ll steward the execution and refinement of multi-program functions—including Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and the integration of AI-driven solutions.

Roles and Responsibilities:

• Directly oversee a team of Customer Support Operations Analysts, providing coaching, development, and performance management.
• Coordinate and monitor multiple support programs such as Workforce Management (WFM), Quality Assurance (QA), SOP Documentation, Queue Management, and AI-driven process improvement initiatives.
• Act as a subject matter expert and escalation point for operational challenges, troubleshooting issues across support processes and tools.
• Monitor key operational metrics (ticket volumes, resolution time, CSAT, etc.); analyze trends and implement improvement plans.
•  Lead the design, maintenance, and continuous improvement of SOPs across programs.
• Collaborate with cross-functional teams (Support, Product, Engineering, AI/ML teams) to enhance tools, workflows, and customer experience.
• Ensure QA programs are effectively executed—calibrating across reviewers, synthesizing feedback, and upholding excellence in support interactions.
• Partner with workforce analysts to optimize resource allocation, scheduling, and workforce analytics for multiple queues and product lines.
• Drive automation and AI adoption initiatives, partnering with Development/AI analyst to pilot, assess, and operationalize new technology.
• Support major incident response efforts—coordinating communications, resource shifts, and post-mortem analysis.
• Deliver regular operational reporting and updates to management and key stakeholders.
• Foster a culture of collaboration, knowledge sharing, and innovation within the team.
• Support hiring, onboarding, and training of new team members as needed .

Qualifications:

• 3–5+ years of experience in customer support operations or similar environments, with at least 1–2 years in a supervisory, lead, or project/program ownership capacity.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency with data reporting and visualization tools (Excel, SQL, Power BI/Tableau, etc.).
• Hands-on experience with customer support/ticketing systems, WFM, and QA tools.
• Proven ability to deliver results through others—mentoring, coaching, and motivating teams.
• Excellent communication, cross-functional collaboration, and stakeholder management skills.
• Experience with designing and maintaining operational documentation and SOPs.
•  A track record of leading or participating in technology-driven transformation (AI, automation, etc.) in a support environment is a plus. 

Preferred Skills:

• Experience supporting high-growth SaaS, software, or technology environments.
• Familiarity with process improvement methodologies
• Prior experience managing remote or hybrid teams.

Sponsorship

• Please note that visa sponsorship is not available for this position.  

Perks and Benefits

• Competitive compensation and generous stock options   
• 100% employer-paid top-of-the-line medical, dental and vision coverage  
• Great benefits including unlimited PTO, parental leave and free snacks and beverages  
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies   
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper    
• Work on the latest and coolest technologies – everything is home-grown and built ground-up   
• A dynamic work environment with a strong sense of community and collaboration   
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy   
• Exciting opportunities for career growth and development   

Current Tekion Employees – Please apply via Greenhouse Internal Job Board