Support Operations Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Findigs A tiempo completo

The Team
Our Support team is responsible for addressing inbound help inquiries for both enterprise and consumer Findigs users.

In addition to day-to-day requests, the team is charged with improving their processes to 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.


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 crossteam standard operating procedures
  • Develop scalable support processes and implement strategies that can adapt to growth with mínimal interruption
  • Enable and perform support agent QA implement tools to monitor agent interactions, and provide agent feedback
  • 5+ years of experience in a customerfacing 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 addons, i.e. QA, automations, knowledge AI, shift planning, etc
  • Experience in integrating tools into a main system
  • Effectively interprets bigpicture customer support data and makes datadriven decisions.
  • Experience managing BPO agents
  • Effectively interacts with both BPO and onshore support teams; collaborates with crossfunctional 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.

Pay:
From $4,532,344 per hour

Expected hours: 40 per week

Expected Start Date: 22/07/2024

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