Customer Service Project Management Specialist

About the role

Secretlab is seeking a high‑autonomy Customer Service Project Management Specialist to lead strategic improvement initiatives across its global support operation. You will act as the engine room for projects that overhaul knowledge infrastructure, scale automation, and align day‑to‑day execution with the company’s ambitious growth plans.

Key responsibilities

• Translate operational metrics into actionable recommendations that boost cost‑efficiency and service quality.
• Lead end‑to‑end execution of improvement projects, ensuring measurable ROI for each initiative.
• Build and maintain technical infrastructure—including CRM, knowledge base, and automation tools—to support a scaling global team.
• Bridge leadership’s strategic vision with daily execution using Agile frameworks.

Required profile

• 3–5+ years of experience leading successful improvement projects within a Customer Support environment.
• Deep familiarity with the customer support lifecycle, contact‑center architecture, and performance metrics such as cost‑per‑contact.
• Proven stakeholder‑management abilities and experience presenting to executive audiences.
• Experience working in an Agile framework to manage complex deliverables.

Required skills

• Hands‑on experience with Zendesk or a similar CRM platform.
• Advanced proficiency in Excel or Google Sheets for data analysis.
• Strong knowledge of Agile methodology.
• Basic HTML skills (optional but advantageous).