[Hiring] Process Manager @Mindlance

Role Description

Process Manager, Customer Support Quality & Escalations

The ideal candidate will have:

• 5–10 years in customer-support operations, quality assurance, or compliance auditing.
• Experience running high-volume, rule-bound workflows.
• Exceptional written communication and de-escalation skills.
• Analytical capabilities to independently run queries and analyze ticket data.
• A focus on diagnosing the root causes of escalations and implementing solutions.

Qualifications

• Experience in customer support operations, QA / compliance auditing, or high-volume regulated workflows.
• Contact-center/CX experience is a plus.

Requirements

• Written Communication & De-escalation: Ability to set standards for tone, clarity, and empathy in written customer correspondence.
• QA / Audit & Root-Cause Analysis: Experience auditing high-volume workflows and implementing fixes based on findings.
• Data Fluency (self-serve): Ability to manage ticket/Zendesk data independently and run quarterly macro audits.
• Process Design & Standardization: Experience building SOPs/workflows that are adopted by teams.
• Cross-Functional Stakeholder Communication: Ability to influence partner teams without direct authority.

Company Description

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.