Support Operations Specialist

What You'll Do

Track and Report Support Issues

Develop and maintain systems to track and report known issues.

Communicate effectively on the status of reported issues to the Community Care team.

Facilitate regular cross-functional meetings to ensure clarity around reported issues and assist in prioritization and advocacy of issues.

Participate in after-hours on-call rotation, monitoring feedback from the YouVersion community and automated alerting systems, alerting the appropriate team members and volunteer teams when an urgent issue arises.

Regularly review Support inboxes to understand more significant issues and trends.

Create, streamline, audit, and maintain communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.


Maintain Product Knowledge and Documentation

Track the product roadmap and understand the app and web release cycles, updates, changes, etc.

Identify pain points in the Support process, including Support visibility and accessibility.

Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.

 

Improve Support Tools and Systems

Build systems to ensure timely understanding of new releases and app changes across our Family of Apps.

Collaborate with Product and Engineering teams to improve Support and user management tools.

Skills Needed to Succeed

• Excellent verbal, written, and interpersonal communication skills to clearly explain complicated processes and foster relationships and partnerships.
• Ability to collaborate in a team environment and work independently while accomplishing assigned tasks with excellence.
• Maintain flexibility and initiate the creation of new processes and project strategies.
• Capacity to quickly learn new technologies and programs.
• Ability to identify, troubleshoot, and communicate technical issues effectively.
• High School Diploma or GED.
• 1 –3 years of related work experience.

Benefits We Offer

• Paid parental leave, including maternity, paternity, and adoption leave.
• Generous employer-paid leave for the use of vacation, sick time, and other qualifying reasons. 
• Innovative and comprehensive Medical, Dental, and Vision insurance that provides team members with useful resources and savings to navigate their holistic health. 
• Life insurance policy provided for all staff members at 2x annual salary at no cost. Additional life insurance coverage is available to purchase. 
• Short-Term and Long-Term disability is covered at 100% for full-time qualified staff members.
• Comprehensive wellness and mental health benefits allow staff to proactively invest in their physical and emotional health.
• Generous 401(k) retirement plan allowing a team member to have up to 12.5% (including employee contribution, employer match, and employer discretionary contribution) contributed into their account in their first year. It doesn’t stop there—the more years on staff, the greater the investment! 
• $160 annually in development dollars for team members to invest in their professional growth. 
• Casual dress and work environment.
• And much more!

Our Beliefs, Culture, and Commitment to Diversity