Senior Support Operations Specialist
hace 3 días
source : Index Ventures

About Typeform

One sunny Barcelona morning, two designers sat down to build a beautiful lead gen form for a bathroom company’s showroom.

They ended up reimagining the data collection experience, and realized it was one idea they wouldn’t be flushing down the toilet.

Today, Typeform is a team of over 270 people from more than 30 countries, with offices in Barcelona, Spain and San Francisco, US.

We’re building a world where brands, businesses, and their communities can have more personal relationships with the people who matter most.

To do this, we give people the tools they need to have conversational experiences at scale because meaningful relationships start with conversations.

From online lead forms and engaging quizzes, to face-to-face encounters in the office, help us build more meaningful relationships, one conversation at a time.

About the Team

Here’s what Christine Werner, our Senior Director of Customer Success has to say :

We’re looking for a SaaS support and workforce management guru. A

Highly analytical and customer-oriented person that will be responsible to advise the Support Team in order to guarantee the expectations of our customers and reach business objectives.

Someone who has proven experience driving operational excellence, innovation, and enabling the support team to reach and maintain service level commitments to our customers.

Someone possessing an advanced experience in Workforce Management including real time analysis as well as planning and forecasting.

About the Role

In Customer Success, we support people to build the best typeforms they possibly can. That helps them make progress, and means they stick around for longer.

Do you see support tickets, or people? Do you anticipate, empathize, and inspire?

We’re looking for a Support Operations Specialist to help people who use Typeform to get to value quickly and achieve their goals effortlessly

What you’ll do :

  • Support Workforce Management, Operations and Insights
  • Drive improvement of business processes, leveraging Zendesk platform to drive growth and scale
  • Work closely with our Customer Success Support Team to drive efficiency with Zendesk usage, updates and advise CS Management with insights to guide initiatives
  • Support the Customer Success Support Team in day to day activities
  • In-depth understanding of Customer Journey processes and systems (Customer analytics, NPS, CES, retention metrics).
  • Excellent analytical and problem solving skills
  • You are results oriented, have attention to detail and are able to prioritize multiple objectives and projects
  • True team player and love to support where necessary
  • Affinity for technology

  • Analyze business operations and identifying customer needs in order to bring the two closer together
  • Responsible for creating, analyzing and maintaining team / department level reports
  • Report on trends and variances and identify areas in which positive changes can be made.
  • Suggest and develop support improvement plans
  • Deep knowledge of CRM (e.g Zendesk) and reporting tools (e.g. Tableau, Looker) for monitoring department performance
  • Workforce Mgmt - own and drive wfm in terms of real-time (intraday) monitoring as well as forecasting & scheduling (quarterly, monthly, weekly, daily).
  • Advanced understanding and ability to communicate on drivers and subdrivers of service level

  • Always using data to determine how adjustments and changes may affect the big picture
  • Deliver a consistent ticket handling process to support the metrics that matter and provide ongoing trend analysis to understand the drivers and sub drivers that impact service level.
  • Consistently working across various company departments to ensure proper monitoring of channel use to customer experience and able to translate into recommended best practice to bolster CES, CSAT and ticket resolutions,
  • Drive a culture of efficiency by working with other teams to adopt tools / technology and processes that increase automation and reduce inefficiencies
  • Drives team level projects and is able to assist team members in progressing / closing their projects. Has a passion to learn fast and move quickly in step with business needs.
  • Highly proficient using Microsoft Office Suite, such as Word and Excel, Powerpoint, Zendesk, Tableau and Looker.
  • Strong quantitative and analytical skills

    Collaborative worker and team building ability

    Project Management skills

    Strategy & Innovation :

  • Work closely with other CS teams, Product, and Data teams to implement insights and product improvements to continuously improve customer experience
  • Deep understanding of team strategy and strives for ways to achieve goals and priorities by level of impact
  • Key contributor to our vision for customer support across all customer channels including chat, email, social media, Bots, and future channels such as OL Community
  • Team development :

  • Plan initiatives to empower the Support team to transition into a more solutioning function
  • Provide clear data on individual and team level to facilitate the setup of clear performance guidelines
  • About You

    You are someone who is passionate about delivering best in class support experiences through suggesting and helping to implement the best tools, processes, and experiments, while looking for early trends and insights into why and when customers ask for help so we can anticipate needs and proactively solve them.

    You fully understand support forecasting and workforce mgmt from A-Z, and know how to present data and insights to inform support leaders on trends and needs.

    You recommend changes to propel continuous improvement and improved service overall.

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