Customer Support - Process Improvement Manager

Curated is on a mission to help people find exactly what they're looking for

Whether it's your first snowboard, a brand new baby stroller, or a much needed upgrade to your coffee machine – shopping is hard when the stakes are high. We make it easy by connecting customers with Real Experts who can answer their needs faster.

Curated is the home of America's biggest community of Real Experts

Real Experts aren't sales assistants. They're people living ordinary lives, who also happen to be obsessively passionate about something. They have real, on-the-ground, lived experience — they're not proficient in tennis, they're fluent in it.

Making high-stakes purchases easier is only the beginning

Our Real Experts connect with customers in ways that would be unimaginable in any other retail context. They work hard to understand your needs, trade stories, help make plans, and keep in touch.

It's why customers are obsessed with Curated – and why our Real Experts have a 4.96 average star rating over 85,000+ reviews.

Overview

We are looking for a Customer Support Process Expert to optimize, streamline, and enhance our customer support operations. This role will focus on analyzing support workflows, identifying areas for improvement, and implementing best practices to drive efficiency and customer satisfaction. The ideal candidate is a self-starter, has a deep understanding of customer service processes, strong problem-solving skills, and experience in process improvement methodologies. Proficiency in Excel/Google Sheets and data analysis will be crucial to identify trends, measure results, and guide decision-making.

Key Responsibilities:

Analyze existing customer support workflows and identify inefficiencies.

Develop and implement process improvements to enhance customer experience and team productivity.

Collaborate with cross-functional teams to refine policies, procedures, and support tools.

Monitor key performance metrics (KPIs) and recommend data-driven optimizations.

Provide training and guidance to support teams on best practices and new processes.

Work with technology teams to automate and integrate support processes where possible.

Ensure compliance with company policies and industry standards in customer support.

Gather feedback from customers and agents to drive continuous improvement initiatives.

Qualifications & Skills:

Experience: 4 years in customer support or similar, and at least 2 years in process improvement initiatives.

Strong knowledge of customer service platforms (Zendesk, Freshdesk, Salesforce, etc.).

Proficiency in process improvement methodologies (Lean, Six Sigma, etc.).

Excellent analytical and problem-solving skills.

Strong communication and training abilities.

Ability to manage multiple projects and work cross-functionally.

Experience in automation tools and AI-driven customer support solutions is a plus.

Why Join Us?

Opportunity to make a real impact on customer experience.

Collaborative and innovative work environment.

Growth and development opportunities within the company.

If you're passionate about optimizing customer support operations and improving processes, we'd love to hear from you! Apply now!

While these qualifications are typical of a strong candidate, they are not exhaustive and not required unless noted. We take a holistic approach to hiring and would love to connect if this sounds interesting to you!

About Curated

Curated was founded in 2017 to humanize online shopping. Backed by Forerunner, Greylock, and CapitalG, we've built a collaborative shopping experience brought to life by passionate experts. Every shopper on Curated gets one-on-one personalized advice to find the perfect product, so they can enjoy more of what they love.

Through our expert community, Curated has created a new type of knowledge economy that enables people to earn meaningful income by sharing their expertise, from anywhere.

Curated is an equal opportunity employer. We encourage candidates of all backgrounds to apply, as we strive to build a marketplace that serves every demographic with the highest level of quality and respect.