L1 CS Operations Lead (Monee)

Overview

We are seeking a hands-on L1 Customer Support Operations Manager to own day-to-day execution and performance of L1 support operations. This role is accountable for service delivery, workforce discipline, and regulatory adherence across all L1 customer touchpoints. The role sits within the Customer Service organisation and focuses strictly on L1 execution, while partnering closely with Operations Excellence, Risk, Compliance, and Product teams to ensure consistent customer experience and controlled escalation into L2 and beyond.

Responsibilities

• Own the end-to-end L1 operating model, including SLAs, KPIs, escalation thresholds, and daily performance cadence.
• Ensure clear scope separation between L1 and L2, with disciplined escalation handling.
• Drive consistent execution across calls, chats, and emails.

Workforce & Real-Time Operations

• Own L1 workforce planning in partnership with WFM, including fo...