Operations Lead, Care
Core
Cross-functional operations generalist improving Tonal's Customer Care organization by solving operational problems across processes, systems, and customer journeys to create scalable solutions.
Role type
Senior IC operations lead (customer care)
Builds
Scalable operational solutions, automations, self-service tools, and improved customer support workflows
Domain
Customer Support / Operations / SaaS
Required skills
Project management, process improvement, automation design, API integration, stakeholder coordination, data analysis, cross-functional collaboration, technical problem solving, workflow optimization, change management
Preferred skills
Experience with customer support platforms (Salesforce, Zendesk, Intercom), low-code/no-code platforms, SQL, business intelligence tools, chatbot design, BPO partner management
Technologies
APIs, webhooks, automation platforms, low-code/no-code solutions, SQL, BI tools, CRM systems, chat platforms
Responsibilities
Lead operational workstreams from problem definition through implementation and launch; Identify opportunities to simplify processes and increase efficiency; Build and improve automations and self-service experiences; Partner with Engineering and Product to translate requirements into technical or process solutions; Coordinate stakeholders and manage timelines for Care initiatives; Analyze operational data and metrics to measure impact; Document processes and ensure adoption by teams; Manage multiple concurrent workstreams and adjust priorities based on business needs
Seniority
Senior, hands-on IC
