Remote Customer Support Operations Tools Lead

Summary

Join our team as a dynamic and experienced Tools Lead to manage customer service technology tools, provide technical support, and drive efficiency in customer service 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

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
• Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions
• Lead projects related to technology tool updates, integrations, and customizations
• Function as the tools SME to assist with the development of training materials and documentation
• Ensure that customer data is handled securely and in compliance with data privacy regulations

Benefits

• 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