Customer Operations Lead

Customer Operations Lead

Location

Remote - United States only

Job Type

Full-time / Part-time

About Us

At PicaPuff, we're an upcoming brand in the THCA space, bringing top-quality products to our customers.

We're a compliant hemp brand with the ability to operate in all 50 states. Our brand has gained significant recognition, with endorsements from rap icons like Lil Baby, YoungBoy, Swae Lee, and many others in the past month.

We pride ourselves on being a trusted name in the industry, and we’re growing fast. As part of our team, you’ll play a key role in helping us continue to deliver the same quality and experience that our customers expect from us.

About the Role

We are hiring a Customer Operations Lead to oversee our customer service team and improve the way customer support is managed.

This role is focused on making sure customer service staff are handling customers properly, support issues are being resolved quickly, and internal processes are organized and improved as the business grows.

Responsibilities

• Oversee customer service staff and daily support activity
• Make sure customer messages and issues are handled professionally
• Monitor response quality, response times, and customer satisfaction
• Help create and improve customer support processes
• Train and guide customer service staff when needed
• Track common customer issues and suggest improvements
• Help organize workflows, support notes, and customer records
• Work with the team to improve the overall customer experience
• Help ensure customers receive a consistent, high-quality experience

Requirements

• Must be based in the United States
• Strong communication and leadership skills
• Organized and reliable
• Able to manage people and processes
• Good problem-solving skills
• Customer service or operations experience preferred
• Comfortable working remotely
• Experience managing a small team is preferred

How to Apply

Please apply with your resume or a short summary of your experience.

Please include:

• Your location
• Your availability
• Any customer service or management experience
• Why you think you would be a good fit for this role