About the Role

This role will be pivotal in improving workflows, designing escalation paths, and championing team success. You’ll play a crucial role in ensuring Tier 1 success through training and mentorship, while also driving an exceptional employee onboarding and training experience. This position is perfect for a proactive problem solver passionate about operational excellence and team development.

We’re a Chicago-based company looking for candidates willing to come into our downtown office 2-3 days a week. Enjoy in-person team collaboration, mentorship, and catered lunches — not to mention a free fitness center and relaxation lounge! 

What You’ll Do

• Define and drive process excellence by refining support workflows, escalation paths, and operational systems, ensuring clarity, accountability, and alignment with our stakeholders.
• Navigate ambiguity with a solutions-oriented mindset, identifying and addressing gaps in workflows or processes to seek actionable solutions.
• Build and maintain scalable support systems that adapt to evolving needs while maintaining operational rigor and consistency across our SLAs and dependencies.
• Mentor, train, and empower Tier 1 staff, fostering a culture of accountability and collective ownership, constantly seeking to improve and grow our support teams’ knowledge.
• Collaborate with our stakeholders on impactful processes that are driven by actionable data and clearly defined KPI goals.
• Lead training and onboarding initiatives, creating structured programs that equip the team to navigate tools, workflows, and best practices effectively.
• Own SLA metrics and reporting, proactively identifying opportunities for improvement and ensuring performance aligns with our standard of excellence.
• Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies.
• Oversee and refine our knowledge base, ensuring documentation reflects current workflows, is easy to follow, and supports operational consistency.
• Own the escalation framework end-to-end, ensuring clear processes, seamless handoffs, and active stakeholder engagement to drive accountability and resolution efficiency.
• Lead incident management and analysis, identifying root causes, monitoring trends, and implementing sustainable solutions for operational resilience.

What We Look For

• Proven experience driving operational excellence in IT support or technical operations, with a track record of improving workflows and systems at scale.
• Strong problem-solving and analytical abilities, with a focus on identifying systemic issues and designing sustainable, impactful solutions.
• Hands-on expertise with call center technologies, networking fundamentals, and cloud environments like AWS, with the ability to support and improve these systems.
• Exceptional communication skills, capable of distilling complex ideas into clear, actionable processes that align teams and stakeholders.
• Strategic mindset with attention to detail, adept at connecting day-to-day execution with broader business goals and ensuring quality at every level.
• Experience working in a culture of accountability and excellence, where high standards for SLA adherence, process clarity, and stakeholder engagement are expected behavior.
• Proficiency with ITSM platforms (e.g., ServiceNow, Zendesk) and CRM tools (e.g., Salesforce), with the ability to optimize workflows and train others.
• Proven leadership in mentoring and training teams, fostering a collaborative and growth-oriented environment.
• Customer-first mindset, with the ability to build systems and processes that reflect the needs of users and stakeholders.
• Experience with technical incident resolution and root-cause analysis, ensuring operational resilience and continuous improvement.

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