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Full-Time

Customer Support Program Manager

Posted on 10/1/2024

Compass

Compass

Compensation Overview

$79k - $118kAnnually

+ Bonus + Restricted Stock Units

Mid, Senior

Los Angeles, CA, USA

This is an onsite-only role (no remote work available).

Category
Project Management
Customer Success & Support
Business & Strategy
Required Skills
Agile
Communications
Management
Zendesk
JIRA
Requirements
  • Experience leading continuous improvement initiatives related to support operations, or similar processes to the benefit of end customers.
  • Experience resolving customer-facing issues in partnership with product managers and/or engineers, leveraging software-based ticketing systems such as Zendesk, Jira, or similar.
  • Experience analyzing structured and unstructured datasets using advanced spreadsheet formulas and techniques.
  • Excellent problem solving, communication, and collaboration skills.
  • Fast learning self-starter who is technically skilled, open-minded, and willing to adapt to changing situations.
  • Bachelor’s degree in Information Technology, Operations Management, Communications, or equivalent.
  • Experience with process improvement modalities such as Six Sigma, Lean, Agile, etc., with the ability to integrate these approaches into defect reduction and escalation management strategies preferred.
  • This is an onsite-only role (sorry, no remote).
Responsibilities
  • Assist in the creation and execution of a roadmap to address support-wide improvements that deliver systemic solutions to escalated issues.
  • Design and implement a 24/7 escalations strategy that ensures continuous, gap-free coverage and a blue sky vision of flawless support.
  • Apply systems thinking to design and implement a comprehensive defect reduction program aimed at minimizing escalation rates.
  • Partner with P&E and Support Engineering to optimize and iterate on incident management processes, ensuring SLA adherence and timely customer and frontline communications.
  • Act as the primary liaison between Product Operations, Support Engineering, Support Accounts, and IT teams to drive alignment on escalation priorities and strategies.
  • Monitor and improve key support health metrics to evaluate efforts and provide regular reports on program outcomes.
  • Collaborate with leadership, support managers, regional leads, and other stakeholders to identify, define, and prioritize the problems they face.
  • Facilitate regular cross-functional meetings to discuss ongoing escalations, process improvements, and strategic initiatives.
  • Be the face of change management initiatives related to new processes, technologies, or strategies within support operations, ensuring smooth transitions and working with people managers to address pushback and resistance.
  • Identify potential risks associated with existing business processes and develop and implement strategies to mitigate them.
  • Provide thought leadership on escalation management and operational strategies.
  • Serve as a backup for senior IT and product support during technology/infrastructure incidents and outages. Flexibility for occasional after-hours or weekend commitments may be required, but this is not expected to be a regular responsibility.

Company Stage

N/A

Total Funding

N/A

Headquarters

N/A

Founded

N/A