Customer Support Channel Ops Manager

Customer Support Channel Ops Manager

HootSuite’s mantra in providing exceptional customer support breaks down to 3 principles: Be Everywhere, Be Available, and Always Help. You will directly be responsible for pushing the needle forward and in managing the efficiencies of all channels our customers use to reach out to us. You will ensure when our users reach out to our team over Tickets/E-mail, Twitter, Facebook, Customer Support Forum, Feedback Forum, Chat, or Phone, that these channels are always operating at maximum efficiency.

Responsibilities:

  • Manage the technology powering all channels of support.
  • Implement technology to power all or a combination of the channels of support we offer our users
  • Implement and own internal processes and systems that ensure our global team of customer advocates can effectively help all our users. Ensure the systems we use to power all channels of support are set to scale as we rapidly grow our organization
  • Ensure that we’re operating at maximum efficiency and highlight problem areas in process or people to shift leads
  • Own the KPIs and metrics associated with the Technical channel, Billing channel, and Social channel.
  • Lead the Technical Lead, Billing Lead, and Social Lead operations team in creating and providing reports that will be used by shift leads to ensure they’re hitting KPIs: First reply times, satisfaction rates, resolution times, backlog, and other information required by the shift leads.
  • Work with the Knowledge Base team to ensure appropriate help articles are written based on topical trends seen in support.
  • Demonstrate leadership skills and monitor performance of all direct reports

Required Skills & Experience:

  • 3+ Years Technical Support experience required with at least 1 year of experience in a manager or supervisory role
  • Working knowledge of GetSatisfaction, UserVoice, Zendesk, GoodData

Bonus Assets:

  • Experience managing multiple channels of customer support, primarily Tickets, Knowledge Base, and Twitter
  • Has serviced a customer base of millions of users


    Date Posted:
    Sep 16, 2013 8:28 PM PDT
    Company:
    HootSuite Media, Inc.
    Website:
    http://hootsuite.theresumator.com/apply/bIh8RX/Customer-Support-Channel-Ops-Manager.html

    Company:
    HootSuite Media, Inc.
    Website:
    http://www.hootsuite.com
    Location:
    Vancouver, British Columbia, Canada

    HootSuite is a social relationship platform for businesses and organizations to collaboratively execute social media strategies across multiple social networks from one secure, web-based dashboard. Launch marketing campaigns, identify and grow audience, and distribute targeted messages using HootSuite’s unique social media dashboard. Streamline team workflow with scheduling and assignment tools and reach audiences... more