Remote Chat Support Jobs in Spring Valley, CA (NOW HIRING)

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Customer Care Operations Lead in San Diego, Ca. 
Location: San Diego, CA (Hybrid - 4 days onsite, 1 day remote)
Position Overview
Our client is seeking a Customer Care Operations Lead to support a growing consumer services division. Reporting to senior leadership within Customer Operations, this individual will serve as the primary Customer Care subject matter expert for a key business line.
This role is ideal for someone who is passionate about delivering exceptional customer experiences while driving operational excellence. The Customer Care Operations Lead will partner with cross-functional teams to identify process improvements, enhance customer satisfaction, streamline workflows, and support strategic initiatives across the organization.
Key Responsibilities
* Serve as the primary Customer Care Subject Matter Expert (SME) and point of contact for all customer support-related matters within the assigned business unit.
* Represent the Customer Care organization in cross-functional meetings and initiatives, ensuring alignment, accountability, and clear communication among stakeholders.
* Partner closely with Product, Project Management, and other business teams to identify customer feedback trends and recommend enhancements to the customer and user experience.
* Monitor customer interactions across phone, email, and chat channels, identifying trends and opportunities for process optimization.
* Conduct audits, investigations, and analysis of customer support processes to identify inefficiencies and recommend improvements.
* Lead and contribute to special projects focused on operational effectiveness, customer experience enhancements, and service delivery improvements.
* Develop and maintain customer-facing knowledge base content, FAQs, and support documentation.
* Assist in creating, updating, and standardizing policies, procedures, SOPs, training materials, and operational reference guides.
* Document findings from audits and investigations and escalate recommendations that support operational excellence.
* Collaborate with training teams to develop and refine training content and knowledge transfer materials.
* Coordinate calibration sessions with internal and external support partners to ensure consistent service quality.
* Identify customer interaction examples and call recordings that can be leveraged for coaching and training initiatives.
* Support Tier 2 and Tier 3 customer inquiries as needed while maintaining established performance metrics.
* Participate in customer-facing support activities, including phone and email support, based on business needs.
Qualifications
* High school diploma or equivalent required; some college coursework preferred.
* 3?5 years of experience in customer service, customer operations, hospitality, project coordination, or a related field.
* Demonstrated ability to manage multiple priorities and projects in a fast-paced environment.
* Strong analytical and problem-solving skills with a focus on continuous improvement.
* Excellent written and verbal communication skills.
* Strong organizational skills and attention to detail.
* Ability to quickly learn new systems, tools, and technologies.
* Experience working cross-functionally and building relationships across departments.
* Self-starter with a proactive mindset and willingness to take ownership of initiatives from start to finish.
* Proficiency with CRM platforms and customer support systems.
* Experience with Google Workspace or similar productivity tools is preferred.
* Ability to balance customer satisfaction with business objectives and operational integrity.
* Strong attendance, reliability, and professionalism.
* Experience within identity protection, fraud prevention, consumer security, or related industries is a plus.
Preferred Traits
* Customer-first mindset
* Process improvement orientation
* Strong collaboration and stakeholder management skills
* Ability to influence without direct authority
* Comfortable working in a dynamic, evolving environment
* Natural problem solver who enjoys improving processes and customer experiences

Compensation depends on experience but is typically 27-36/hr. DOE

ABOUT KORE1
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.