Flex is hiring a
Customer Support Operations Lead

Summary

Join our team as a dynamic and experienced Tools Lead to manage, configure, and optimize customer service technology tools for seamless operations.

Requirements

• 2-5 years of previous experience with tools/application administration and/or support
• Strong proficiency in Customer Service technology tools such as: Zendesk, Ada, Slack, and Sigma
• Proven experience in managing and configuring customer service technology tools
• Excellent problem-solving and troubleshooting skills
• Strong project management and organizational skills
• Data analysis expertise to drive data-driven decisions
• Ability to communicate technical concepts clearly to non-technical team members
• Commitment to data security and privacy best practices
• Working knowledge of RESTful API principles

Responsibilities

• Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools
• Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptions
• Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experience
• Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budget
• Function as the tools SME to assist with the development of training materials and documentation to educate team members on effective use of customer service technology tools
• Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacy
• Facilitate relationships with technology vendors, participate in the negotiation of service agreements, and stay informed about product updates and developments
• Proactively identify opportunities for improvement in customer service operations, and implement changes to enhance tooling and processes - including addition of new tools (or budget requests for such tools when necessary)
• Collaborate with the Customer Success team to understand the customer journey and use technology tools to enhance customer satisfaction
• Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology tools

Benefits

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company stock options
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription