Summary of Position:

The Customer Support Process Optimization Specialist plays a critical role in enhancing the efficiency and effectiveness of customer support operations at Security First Managers (Company). In this role, you will analyze workflows, technologies, and systems to identify opportunities for improvement and automation. You will drive initiatives that streamline processes, reduce inefficiencies, and elevate service quality—ultimately improving customer satisfaction and retention.

Acting as a strategic liaison between Customer Support, IT, and Business Systems, and other departments, you will ensure that tools, processes, and reporting mechanisms are optimized to support high-performance teams. You will also develop documentation, training, and communications that help teams adopt new processes and tools smoothly.

Essential Job Functions

• Process Improvement & Analysis: Independently manages projects, analyzes workflows, and recommends changes to improve efficiency, service quality, and profitability.

• Documentation & Training: Develops SOPs, process maps, training materials, and provides enablement to support teams for new tools and workflows.

• Technology & Automation: Configures and maintains contact center systems (CRM, ticketing, chatbots, etc.), automates tasks, and partners with IT and vendors.

• Reporting & Insights: Creates dashboards and reports to track performance trends and provide actionable insights to leadership.

• Cross-Functional Collaboration: Acts as SME in support operations, contributes to project design and implementation, and supports other departments as needed.

• Compliance & Communication: Ensures adherence to policies, provides clear communication and training, and maintains positive relationships across diverse teams.

• Emergency & Flexibility: Responds to critical events, adapts to changing duties, and may work additional hours during emergencies.

Minimum Requirements:
• High School Diploma or equivalent
• Five (5) years of customer service experience in leadership roles
• Three (3) years of experience in contact center environments
• OR an equivalent combination of education, certification, training, and/or experience

Certifications and Licenses:
• May be required to possess a valid state of Florida driver’s license
• Florida property & casualty (P&C) 220 license or ability to obtain within 1 year of employment
• Insurance industry designations or trade certifications as required

Preferred Qualifications:
• Bachelor’s degree in a related field
• One (1) year of experience in process/project leadership
• Three (3) years of industry experience in property & casualty (P&C) underwriting or claims or financial services industry
• Prior experience with coaching and training team members
• Bilingual (Spanish / English)