Support Operations Manager
July 31
🏡 Remote – New York
Description
• Collaborating closely across support services and software engineering teams to drive efficiency and streamline processes within the dynamic cloud services market • Ensuring seamless interdepartmental collaboration and providing data-driven insights to inform strategic decisions • Building and maintaining documentation on support policies and processes to help enforce compliance and data quality • Performing data hygiene checks of all Salesforce and Support Cloud Console and Learning data
Requirements
• 5+ years of experience working in technology companies, start-up experience strongly preferred • Past experience in a Support Ops or Support Engineer role or close working relationship with Support teams • Current Salesforce Certified Admin or desire to become Salesforce Service Cloud certified • Ability to define business requirements and translate them into technical requirements and prioritized roadmap • Ability to execute and skillfully juggle multiple projects, stakeholders, and deadlines • Strong organizational skills, with the ability to work independently as well as in a highly collaborative, team-based environment • Systems thinking by accurately defining the problem and scope and applying creative solutions using process and technology • Great communicator with the ability to understand complex concepts and speak to them concisely and effectively • Knowledge and experience of support tools (e.g. Salesforce, Drift, Thena, MatrixLMS etc.) • Experience in basic data analytics (e.g., SQL, Excel, Tableau, Superset) • Technical experience to be able to do basic development and troubleshooting, e.g., integrations / API (e.g., Mulesoft, JSON, JS, Typescript, etc.) • Experience working as a consultant or start up environment where you’ve seen how many different organizations operate
Benefits
• Flexible work environment • Employer contributions towards your healthcare. • Every new team member who joins our company receives stock options. • Flexible time off in the US, generous entitlement in all countries. • A $500 Home office setup if you’re a remote employee. • We enable you to relocate internationally if you wish (within certain countries and timelines and subject to role requirements, time zones and work permit considerations)
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