Act as subject matter expert on Technical Support team processes
Organize, classify and maintain the internal documentation of the Support Organization
Create and lead recurring training for internal teams on support process and methodology
Analyze case data, on existing and new KPIs, to identify gaps and problem areas in service delivery
Collaborate with other teams to drive process improvements
Analyze support workflows and make suggestions to improve efficiency and effectiveness.
Assist support team in identifying, collecting, classifying, and reporting the correct data by working with the data from Salesforce Service Cloud
Build and maintain relationships with IT, Support, and all cross-departmental stakeholders to increase collaboration and productivity
Proactively identify dependencies between teams and ensure all plans align on delivery criteria
Manage the relationships with third-party product and tools vendors and be the technical owner for those tools internally
Help organize the migration to the cloud product, from a customer perspective and help build change and incident management processes
You should have:
5+ years of experience in an operations role focusing on customer support, customer success, and revenue management
2+ years experience in Salesforce Administration, CertifiedExperience working in a startup environment and with SaaS products
Highly organized and detail-oriented
Strong written and verbal communication skills
Ability to work both independently and collaboratively with a wide range of teams and seniority levels
Administrative knowledge with common Support Team software tools like Slack, Jira Cloud Server, Salesforce Service Cloud, PagerDuty, Customer Portal, Internal Data Lake, Service Rocket, Dropbox, Alation Share, Sumologic, Jenkins Lab, and Google Suite
Flexible, growth mindset
Strong problem-solving skills and capable of speaking to both technical and business stakeholders and usersBe excited to contribute to adding WOW to each customer experience
