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Operations Manager Customer Support
Posted on 1/13/2023
INACTIVE
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Requirements
  • Experience managing complex Customer Service Operations (VIP/Premium style service experience a plus)
  • A love of data that drives decision making and a culture of continuous improvement
  • Ability to influence, inform and engage with various stakeholders across multiple teams
  • Comfortable meeting (virtually) with customers to solve complex & escalated customer service issues where required
  • A genuine Customer Focused mindset and ability to balance the needs of customers with business goals
  • A very competitive salary and stock options
  • An exciting job that will offer you technical challenges every day
  • Flexible working hours
  • International company retreats
  • Conference and hardware budget
  • Working with a great team (everyone says this, but we're serious-we're pretty great)
Responsibilities
  • Oversee the end-to-end customer experience and journey for our business-to- business users
  • Deliver high levels of satisfaction whilst reducing effort and improving response times to support account subscription renewal success
  • Partner closely with stakeholders across the business to ensure the needs of self-serve customers are considered in relevant planning
  • Create short and long term strategies that ensure Self-Serve customers receive world class service experiences now and into the future
  • Gather relevant feedback from Self-Serve customers that influence and inform internal decision making
  • Analyze and utilize data to understand customer pain points, performing root cause analysis to improve key support metrics
  • Customer Support leadership; help manage KPIs and SLAs and ensure an efficient service operation for all customer types
  • Respond to escalated customer service contacts and perform out-reach to dissatisfied customers
  • Deputize for the Director of Customer Support as and when needed
DataCamp

11-50 employees

Data skills learning platform
Company Overview
DataCamp's mission is to democratize data skills for everyone. Companies and teams of every size use DataCamp to close their data skill gaps and make better data-driven decisions.
Benefits
  • Competitive salary
  • Stock options
  • Generous healthcare benefits
  • Fully paid parental leave
  • Personal development budget
  • Personal office equipment budget
  • International company trips and trainings
  • Free lunch and healthy snacks
Company Core Values
  • Diversity of thought
  • Put the team first
  • Give honest feedback
  • Care for DataCamp(ers)
  • Take ownership
  • Seek out the truth
  • Be transparent
  • Make data-driven decisions
  • Focus on high ROI
  • Bias to action