3 answers
4
Asked 1676 views

What’s the best way to position extensive customer-facing and operations experience when pivoting into remote operations or customer success roles later in a career?

I’m finishing a business degree after many years of professional experience and looking to move from frontline support into more strategic, process-driven roles. I’m interested in how others have successfully reframed their experience for this type of transition.

professional-development career-change remote-work customer-support resume-advice
Answer This
4

3 answers

1
Updated
Share a link to this answer
Share a link to this answer

Marty’s Answer

I've moved back and forth from sales/marketing/biz dev to operations several times over my career. I cite examples of success from each experience and highlight those in the resume that I custom craft to describe my experience and qualifications. I suggest using ChatGTP to help you polish your resume for your desired outcome. Good luck!
Thank you comment icon I am really grateful you took the time to answer this question. Tiffani
Thank you comment icon Thank you, Marty. When you talk about highlighting examples of success, could you share one or two concrete examples of how you reframed sales or customer-facing work into operations or process-driven impact on your resume? Tiffani
1
0
Updated
Share a link to this answer
Share a link to this answer

Matthew’s Answer

Leverage what you learned over the years in dealing with customers directly; what it took to make you strong at great customer experience. Use this and gaps you have seen in customer service to help you now create better processes and procedures to help the frontline folks you will now support excel
Thank you comment icon Thank you for sharing your perspective. Tiffani
0
0
Updated
Share a link to this answer
Share a link to this answer

Vicky’s Answer

Hello this is a transition I know well. I spent years in client-facing support roles before moving into more strategic work, so I can share what actually worked. Frontline support experience is incredibly valuable for strategic roles because you understand the operational reality that many strategy people miss. You've seen where processes fail, what clients actually need, and where inefficiencies exist. That's Valuable—you just need to reframe it.
1. Shift Your Language from Tactical to Strategic: For example, instead of saying “"Managed client requests and resolved issues"
Say: "Identified recurring client pain points and collaborated with cross-functional teams to implement process improvements that reduced fulfillment time by 28%”.
2. Breakdown Your Experience for Process Improvement Examples
3. Quantify everything you can
4. Highlight Cross-Functional Collaboration: strategic roles require collaboration with other departments, teams and or lines of businesses.
5. Show that you understand business : Connect your support work to business outcomes
Lastly, taking on projects beyond my role (process improvements, training initiatives). This is a great way to get access to those strategic roles while building the skills needed to perform those roles.

Vicky recommends the following next steps:

Audit your experience: List every project, improvement, or collaboration that had strategic impact
Rewrite your resume: Transform every bullet point from task-oriented to impact-oriented
Identify target roles: Look for titles like Business Analyst, Process Improvement Specialist, Operations Analyst, Project Coordinator
Network strategically: Connect with people in the roles you want and ask about their path
Leverage your degree: Use your capstone project or coursework to show you can think strategically
0