RedisLabs Senior Support Operations Manager 

United States 

895671486

Strengthen Support KPI Results

• Develop and execute programs aimed at improving these KPIs, working closely with the support and customer success teams
• Monitor support KPIs, including response times, resolution times, customer satisfaction, and case volumes.

Knowledge Base Programs:

• Lead the creation, organization, and maintenance of a robust knowledge base that empowers customers to find answers quickly and independently.
• Continuously update and improve content based on customer feedback and emerging issues.

Case Deflection and Self-Service Programs:

• Design and implement case deflection strategies, reducing the volume of incoming support tickets through improved self-service options.
• Analyze trends in support cases to identify areas where automation or self-help resources can be developed.

Support Tool Management:

• Administer and optimize the use of Salesforce and Zendesk for the support team, ensuring they are effectively configured to meet the team’s needs.
• Collaborate with IT and other departments to integrate support tools with other business systems.
• Responsible for identifying and implementing additional automation and tools to enhance quality and efficiency within the team.

Data Analysis and Reporting

• Oversee the collection, processing, and validation of data to ensure accuracy and completeness.
• Generate and distribute ad-hoc reports and dashboards to stakeholders.
• Develop data enrichment strategies to improve data quality, resolution times, and CSAT.

What will you need to have?

• Minimum of 4 years in a similar Support Operations role, preferably in a SaaS or database company.
• Hands-on experience with Salesforce and Zendesk administration and optimization. Additional consideration is given to those with experience with relevant AI and live chat solutions.
• Strong analytical skills and experience with data analysis and reporting tools (e.g., Excel, Tableau).
• Bachelor’s degree in Business, Information Technology, Finance, or a related field.
• Ability to tackle ambiguous problems and develop practical solutions and recommendations.
• Self-directed work style with a “can-do” attitude and growth mindset; willing to get hands-on with complex operational problems.
• Project management skills with the ability to multitask and work under tight deadlines and resource constraints.
• Excellent documentation, presentation, and verbal communication skills; adept at blending quantitative and qualitative information for reporting purposes.

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

• Competitive salaries and equity grants
• Unlimited time off to promote a healthy work-life balance
• H/D/V coverage along with 401K, FSA, and Commuter Benefits
• Frequent team celebrations and recreation events
• Home internet reimbursement
• Yearly health and wellness budget for a healthy mind and body
• Learning and development opportunities
• Ability to influence a high-performance company on its way to IPO