Process Manager

Process ManagerLocation: Remote in EST hoursDuration: 6+ monthsPay Range: $40-50/hr on W2 without benefitsIntroduction: We are seeking a highly skilled and experienced professional to join our team in managing customer support quality and escalations. The ideal candidate will have a strong background in customer-support operations, quality assurance, or compliance auditing, with the ability to independently analyze data and drive process improvements.Required Skills & Qualifications:5–10 years of experience in customer support operations, quality assurance, compliance auditing, or high-volume regulated workflows.Exceptional written communication and de-escalation skills, particularly in email correspondence.Proven ability to independently run queries, analyze ticket data, and manage performance metrics.Experience in process design and standardization, with a track record of building and implementing workflows/SOPs.Must have previous client experience working for this customer in the past 5 years.Experience in contact-center/CX environments.Data fluency with tools like SQL, Trino, or BI platforms.Strong cross-functional stakeholder communication skills.Day-to-Day Responsibilities:Set the standard for tone, clarity, and empathy in customer correspondence, handling complex tier-2 written recoveries.Conduct root-cause analysis to identify and resolve recurring escalation drivers.Build and standardize tier-2 triage and root-cause tracking workflows.Communicate effectively with upstream teams to ensure root-cause issues are addressed.Company Benefits & Culture:Competitive salary and benefits package.Collaborative and inclusive work environment.Opportunities for professional growth and development.