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RedisLabs Senior Support Operations Manager 
United States 
895671486

08.09.2024

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