*The Team*
Our Su
ort team is responsible f
addressing inbound help in
ies for bot
- nterprise and consumer Findigs users.
- addition to day-to-day r
uests, th
ing their processes t
better meet user needs, providing feedback from users back to customer-facing and development teams, and prioritizing ongoing training to ensure team members are equipped to provide the best user experience.
*The Role*
We are seeking an innovative *Support Operations Manager* to join our team. You'll be instrumental in refining our support strategies and elevating the overall customer journey. Collaborating closely with Customer Success and Onboarding teams, you'll ensure seamless transitions and exceptional experiences for our clients at every touchpoint. Leveraging your expertise in data-driven insights and streamlined processes, you'll work hand-in-hand with the product and engineering teams to develop cross-functional processes that enhance our support workflows, manage customer feedback loops, and drive excellence in customer service as we continue to scale.
This is a full time contract role with opportunity to extend.
*Where you’ll make an impact: *
* Establish data analysis and reporting process to identify trends, areas for improvement, and opportunities for enhancing the overall support strategy
* Regular reporting on standard metrics to key internal stakeholders
* Improve support workflow and processes, e.g. ticket management, escalation procedures, and resource allocation
* Identify / mitigate potential customer and team risks
* Establish processes with all teams to streamline/prevent escalations and help develop cross-team standard operating procedures
* Develop scalable support processes and implement strategies that can adapt to growth with minimal interruption
* Enable and perform support agent QA - implement tools to monitor agent interactions, and provide agent feedback
*Qualifications of a successful candidate: *
* 5+ years of experience in a customer-facing support or support operations role at a SaaS company
* Fluency in written and spoken English
* Deep familiarity with standard support metrics, strategies, and workflows and experience operationalizing a support team
* Administration experience of at least one major support service system provider and its capabilities, e.g. Zendesk (preferred), Salesforce Service Cloud, etc
* Troubleshooting expert with a drive to investigate and identify solutions to technical issues
* Familiarity with support system add-ons, i.e. QA, automations, knowledge AI, shift planning, etc
* Experience in integrating tools into a main system
* Effectively interprets big-picture customer support data and makes data-driven decisions.
* Experience managing BPO agents
* Effectively interacts with both BPO and on-shore support teams; collaborates with cross-functional departments including engineering and product management; proactively address issues
* Adept at identifying and resolving challenges in support workflows and customer interactions.
* Deep understanding of customer satisfaction principles and a commitment to delivering an exceptional customer experience.
Job Type: Contract
Pay: From $22.00 per hour
Expected hours: 40 per week
Experience:
* Customer support: 5 years (Preferred)
* SaaS: 2 years (Preferred)
Location:
* San Juan, PR (Required)
Work Location: Remote