Customer Support Operations Tools Lead

Customer Support Operations Tools Lead

Remote (U.S.)

About the role

We are seeking a dynamic and experienced Tools Lead to join our team. This role will be responsible for the effective management, configuration, and optimization of our customer service technology tools to ensure seamless and efficient customer support operations. You will work closely with the customer service team leadership, product, engineering, IT, and vendors to deliver an exceptional customer service experience.

What you’ll do

Key Responsibilities

• Technology Tool Management: Oversee and manage the configuration, customization, and day-to-day operation of customer service technology tools:
  • Zendesk – triggers, SLA setup, billing, and all other relevant functions
  • Slack – keep workflows up and running and establish better reporting functionality for questions channels
  • Ada – ensure continued functionality and improvement of declarative bot and testing for GAI bot.
  • Own integration planning between third-party tools and Flex internal systems
  • Work to increase functionality and drive efficiency for internal and BPO agents
  • Stampbot – improve functionality and ensure consistent experience across all tickets
  • Enterprise reporting – help maintain dashboards and reporting requests for CS and other depts
  • New Tools – identify new tools that will increase efficiency and improve customer experience
• Technical Support: Provide technical support and troubleshooting for customer service tool-related issues, ensuring minimal downtime and disruptions
  • EX: Email, phone, and chat functionality in Zendesk
• Data Analysis: Use data analytics to monitor and improve customer service performance, identify trends, and make data-driven decisions to enhance the customer experience
  • Utilize existing reporting dashboards or request new functionality to identify tooling gaps
• Project Management: Lead projects related to technology tool updates, integrations, and customizations. Ensure projects are completed on time and within budget
  • Manage inbound requests for tools improvements submitted by operations teams
• Training and Documentation: 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. Provide training and ongoing support as needed
• Security and Compliance: Ensure that customer data is handled securely and in compliance with data privacy regulations. Implement best practices in data security and privacy
• Vendor Relationships: Facilitate relationships with technology vendors, participate in the negotiation of service agreements, and stay informed about product updates and developments
• Continuous Improvement: 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)
• Customer-Centric Approach: Collaborate with the Customer Success team to understand the customer journey and use technology tools to enhance customer satisfaction
• Cross-Functional Collaboration: Work closely with product, engineering, customer service representatives, and other departments to ensure the smooth operation of technology tools

Key qualifications

Experience:

• 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

The salary compensation range for this role will be commensurate with the candidate’s experience and Flex’s internal leveling guidelines and benchmarks. This is a commission earning role.

For working locations in NY/NJ/CA, the base salary pay range will be $100,000 -$115,000

For all other states, the base salary pay range will be $90,000 -$105,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• 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

For full time non-US employees, we offer

• Competitive Pay
• Company Equity
• Unlimited PTO